What are the responsibilities and job description for the Trainer - Customer Operations position at Hargray?
SUMMARY
The Trainer – Customer Operations is responsible for providing new hire and ongoing training to front-line support and Customer Operations associates via virtual, live, and recorded sessions.
This position is responsible for developing and updating curriculum based upon training needs assessments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Facilitates training programs (new hire, refreshers, new skills, and personal development) for Customer Operations departments.
• Designs, develops and implements course curriculum utilizing Adult Learning
methodology and Instructional Design practices.
• Assesses training needs through surveys, interviewing, focus groups, and/or consultation with managers, instructors, or customer representatives.
• Updates curriculum, SOP, and other training materials as required.
• Evaluates methods of training delivery, such as in-person or virtual to optimize training effectiveness, training costs, or environmental impacts.
• Integrates best practices and change management into educational initiatives and programs.
• Accountable to drive the training cycle through to Kirkpatrick Level 3 behavioral changes.
• Interviews subject matter experts and conducts other research to develop instructional contents.
• Works closely with management and other departments to ensure content continuity and standardization.
• Develops assessments to evaluate the effectiveness of instruction or training interventions.
Provides support to associates in the implementation of designed instruction or in task analyses and instructional systems design.
• Acts as interim supervisor for new hire training classes and carries out all standard supervisory responsibilities.
• Monitors class and individual trainee performance, including call statistics, while in the coaching phase to identify further training opportunities.
• Identifies performance trends of new hires to ensure performance standards are met during the coaching phase.
Other duties and responsibilities not specifically set forth above may, however, be assigned as needed. Whenever practical and, in accordance with legal guidelines, reasonable accommodation(s) will be made to enable an otherwise qualified individual with a disability to perform the essential functions of the position.
Job Requirements
EDUCATION and EXPERIENCE
Associate’s degree or equivalent from two-year college or technical school; and two years related.
Experience relevant to the telecommunications industry or corporate training; or equivalent.
Combination of education and experience. Bachelor’s degree and prior call center experience preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid driver’s license and a good driving record.
Training and/or Instructional Design certifications preferred.
OTHER QUALIFICATIONS
30% travel required.
Use of Customer Relations Management (CRM) software preferred.
Must be proficient in Microsoft Office (Word, PowerPoint).
Must be a self-starter and flexible team player.
EOE/Disability
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