Corporate Trainer jobs in Athens, GA

Job Title: Corporate Trainer
Department: Learning and Development
Reports to: Vice President, Customer Experience
Direct Collaborations: HR, IT, and Operations Departments
Location: Cartersville, GA
Job Type: Full-time

Position Summary:
ServeCo is seeking a dynamic and experienced Corporate Trainer to spearhead our training initiatives. This role is essential for developing robust training programs for both new hires and existing management, ensuring ongoing professional development and operational excellence across our contact center.

Key Responsibilities:

• Content Development:
• Design curriculum and develop training modules tailored for entry-level agents and various management tiers within the contact center.
• Regularly update training content to reflect the latest industry standards, product updates, and service protocols.
• Create engaging multimedia presentations, workbooks, and e-learning modules to facilitate varied learning styles.
• Leadership Training:
• Develop comprehensive training programs focusing on leadership principles, conflict resolution, team management, and decision-making skills.
• Organize workshops and retreats to foster leadership skills in a hands-on, collaborative environment.
• Coach senior staff individually and in groups to enhance their leadership capabilities.
• Learning Strategies:
• Formulate strategic learning outcomes aligned with the organizational goals of improving customer service and operational efficiency.
• Integrate innovative learning approaches, including gamification and blended learning, to enhance motivation and retention.
• Liaise with department heads to tailor training strategies that meet specific departmental needs while maintaining overall cohesion and alignment with corporate objectives.
• Research and Innovation:
• Stay abreast of the latest trends in educational technology, adult learning theory, and contact center operations.
• Evaluate and recommend new training tools and technologies that could increase training effectiveness or reduce costs.
• Pilot new educational methods in controlled settings to assess their impact before company-wide rollout.
• Skill Gap Analysis:
• Conduct regular assessments through surveys, interviews, and performance evaluations to identify prevalent and emerging skill gaps among staff.
• Design targeted training programs to quickly and effectively bridge these gaps, thereby enhancing overall productivity and service quality.
• Implement succession planning strategies through training to prepare employees for advancement into roles of greater responsibility.
• Quality and Metrics:
• Develop and maintain rigorous quality assurance processes to ensure all training programs meet ServeCo’s standards.
• Set up and monitor key performance indicators (KPIs) for training effectiveness, including employee performance pre and post-training.
• Regularly review and refine training assessment methods to ensure they accurately measure learning outcomes and application on the job.
• Employee Engagement:
• Create interactive and participatory learning experiences to boost engagement and job satisfaction.
• Develop recognition programs that highlight outstanding achievements in training and development.
• Facilitate community-building events and forums that encourage knowledge sharing and peer learning among employees.
• Collaborative Efforts:
• Coordinate with HR to integrate training programs with overall talent management strategies.
• Work with IT to ensure seamless delivery and accessibility of digital training resources across multiple platforms.
• Partner with Operations to understand ongoing operational challenges that can be addressed through targeted training.

Qualifications:

• (Preferred) Bachelor’s degree in Human Resources, Education, Organizational Development, or related field, with at least 5 years of experience in a training capacity within a contact center or customer-focused environment.
• Expertise in adult learning principles, instructional design, and the application of new technologies in training.
• Excellent communication skills, both written and oral.
• Proven leadership skills and the ability to drive educational projects.

Preferred Skills:

• Advanced certifications in training (e.g., CPLP), project management, or related fields.
• Proficiency with e-learning software, such as Articulate 360 or Captivate.

Why Work for ServeCo? Join a company that values learning and innovation. We provide a supportive environment where creativity and initiative are rewarded. Enjoy competitive compensation, comprehensive benefits, and ample opportunities for personal and professional growth.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Cartersville, GA: Relocate before starting work (Required)

Work Location: In person