Deliver operations training programs that encompass a blended approach (instructor-led modules, self-paced activities, flipped classroom, group activities, videos, and eLearning)
Responsible for multiple training topics (Products, Guidelines, polices & procedures, Systems utilized by Ops staff, etc.)
Facilitate delivery (in-person and virtual) of product, process and systems courses across all areas as business needs dictate: new hire, upskilling or refreshers; and class sizes can range from small to large groups (5-25).
Facilitation not only includes delivery of content, but should leverage engagement, deeper questioning and effective classroom management techniques.
Observe learners and provide constructive feedback.
View topic assessment data and adjust training real-time as necessary.
Support Learning Lab activities, assisting with questions and encouraging learners to find answers themselves.
Leverage class feedback and from manager observations to identify areas for improvement.
Provide input/feedback on courses for improvement purposes as well as for development of new training courses.
Maintain a current understanding of products, systems, and policies & procedures required for the operations areas
Learn new training material to broaden skillset.
Perform research to learn best practices for engagement, deeper questioning, and classroom management techniques.
Handle all logistics to prepare for classes; e.g. setting up the virtual or live classroom, checking data for exercises and activities, and verifying assessments and files for learners.
Report to Training and Key Stakeholders on daily class attendance, learner performance, and any classroom challenges.
Bachelor's Degree required; additional experience/specialized training may be considered in lieu of educational requirements
2 - 3 years' relevant, professional work experience required
Training experience, either in a small group or classroom setting, or virtually preferred
Experience with virtual meeting tools that could be used for training purposes (e.g. Teams, Webex, Zoom) required
Excellent communication skills (verbal, written, presentation, interpersonal)required
Strong customer service orientation skills and commitment to quality, responsibility, high work standards, and initiatives required
Proficient with systems and MS Office (Word, Excel, PowerPoint, Outlook)required
Self-motivated, innovative and flexible required
Strong knowledge of customer service/contact center day-to-day operations and strong service system knowledge preferred
Knowledge of adult learning theories preferred
Knowledge of engagement techniques in a training environment preferred