Head Trainer jobs in Beckley, WV

Job Description

Job Title: Trainer

Location: Charleston, WV

Duration: Long Term

Job Description:

This position will be responsible for creating and delivering orientation, new hire training, and continuing education curriculums for the support center, complete with training materials, hands-on learning activities, reference documents, learning assessments, effectiveness surveys, etc. The trainer will partner with the leadership team and client representatives to ensure the achievement of individual, team, and departmental learning objectives. The trainer will actively engage in handling incoming volume for the support center to stay up to date on the latest processes and volume drivers.

ESSENTIAL FUNCTIONS

• §  Create and maintain training strategies, initiatives, and materials (manuals, tools, templates, process guides, etc.)
• §  Schedule and coordinate on-site and virtual training sessions
• §  Identify and communicate new hire performance concerns, such as attendance, technical competence, information retention, etc.
• §  Conduct learning assessments and employee surveys to measure information retention, performance improvements, training effectiveness, etc.
• §  Consult with other trainers, leadership, support staff, and client representatives on training initiatives, schedules, process/application changes, etc.
• §  Analyze assessments and agent performance to identify areas of opportunity for continuing education efforts
• §  Maintain and routinely update a database of all training materials
• §  Calibrate with leadership on call and ticket quality expectations
• §  Support the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not limited to quality, information security, employee relations, compensation, and performance management
• §  Research and implement effective training activities and methodologies
• §  Submit and track employee access/equipment requests
• §  Other related duties as assigned

KEY COMPETENCIES

• §  Customer Focus—stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
• §  Adaptability—responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
• §  Communication—keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.
• §  Ethics / Acts with Integrity—demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• §  Initiative—seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
• §  Shaping and Driving Strategy—has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and “street-smart” actions. Drives for results. Holds others accountable by monitoring and measuring performance.
• §  Sound Judgement and Decision Making—applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
• §  Team Player—promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.

MINIMUM REQUIREMENTS

• §  Associate’s degree or equivalent experience in education or information technology
• §  2 years of training or management experience
• §  Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software with an emphasis on creation, design & maintenance of training material and spreadsheets
• §  Experience with technologies and best practices for instructional manuals and teaching platforms
• §  Strong project management skills with the ability to supervise multiple projects
• §  Good interpersonal skills and communication with all levels of management
• §  Strict adherence to company/client policies
• §  Able to multitask, prioritize, and manage time efficiently
• §  Excellent leadership, team building, and management skills
• §  Encouraging to team and staff; able to mentor and lead
• §  Excellent verbal and written communication skills
• §  Able to analyze problems and strategize for better solutions
• §  Able to work independently and proficiently without direct supervision

PREFERENCES

§  Previous call center / service desk experience

§  Certification(s) from talent and training associations

§  CompTIA A or other technical certifications

§  Knowledge of ACD technology and IT Service Management (ITSM) tools/practices

§  Knowledge of ITIL framework

Additional Information

All your information will be kept confidential according to EEO guidelines.