XTN-7289197 | TRAINING AND DEVELOPMENT SPECIALIST/COACH

The Training and Development Specialist/Coach will create, develop, implement, and conduct training and development programs for employees, including new hires and recurrent training of Contact Center Specialists.

Requirements

• Applies adult learning principles to design, develop and deliver training based on training needs
• Effectively uses the appropriate delivery mode including instructor led, eLearning, group discussions, virtual classroom, etc.
• Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements
• Assesses training materials and delivery by instructors
• Evaluates program effectiveness through assessments, surveys, and feedback
• Maintains knowledge of the latest trends in training and development
• Effectively uses technology to aid training development and management e.g. LMS, content authoring software, etc.
• Coach and motivate team to provide excellent customer service as well as achieve departmental productivity measurements
• Handle escalated complaints/issues using good judgment, business savvy and excellent customer service
• Ensure administrative responsibilities are completed (file maintenance, reviews reports for compliance and follow-up, etc.)
• Proactively identifies opportunities to reduce call volume and escalations, maximize automation and simplify processes with the goal of creating a low effort guest experience
• Interpret and ensure compliance with policies, guidelines and procedures of the company and department
• Partners with business stakeholders and participants to communicate expectations and report out on progress
• Supports and makes recommendations for continued program development and improvement

Benefits

• Full benefits package
• Paid time off
• 401(k) matching