Training Specialist - Contact Center

Job Description

Purpose:

The Training Specialist functions as an internal consultant to assess, measure, and enhance the performance of teams and individuals. The incumbent will work as an expert in their field partnering with HR Business Partners and Business Leaders to optimize or close gaps related to associate and team performance with the intent of accelerating team achievement of objectives and key results.

With buy-in from stakeholders, the incumbent will design and implement learning solutions that address business gaps. A large focus will be conducting new hire learning programs for multiple business units within Bluegreen contact centers.

Responsibilities:

• Facilitates new hire and recurrent learning programs and classes while engaging, advising, and guiding learners and evaluating the achievement of intended learning outcomes.

• Monitors the effectiveness of learning on associates using individual and group performance results.

• Collaborates with a variety of internal stakeholders to serve as a liaison/resource in identifying associate learning needs and responds to inquiries issues that are learning related.

• Develops and maintains relevant content and high-quality learning resources to ensure high levels of learner engagement and achievement of learning outcomes.

• Serves as a company business consultant regarding performance, including the delivery of verbal coaching, written discipline, and termination at any time throughout the learning process.

• Assists with or conducts new-employee presentations and other presentations as required.

• Meets with managers and supervisors to determine training needs.

• Assists with the DayForce Learning Management System (LMS).

• Evaluates and improves effectiveness of content delivery in real time to ensure success of loan officers in training; evaluate strengths and weaknesses of individuals and develop action plans for improvement.

Requirements:

• High School Diploma or equivalent

• 2-3 years of relevant experience.

• Working knowledge of adult learning theory & principles.

• Working knowledge of instructional design principles with ability to demonstrate practical application of principles.

• Seasoned written and verbal communication skills which includes demonstrated ability to facilitate training.

• Ability to address requests and/or solve business related issues of medium complexity.

• Ability to complete multiple assignments in a compressed time frame.

• Ability to work in a fluid environment where business and organizational direction changes occur frequently.

• Proven ability to foster and maintain productive business partnerships.

• Career focus in Education, Teaching, Administration, Hospitality, Training, or equivalent work experience preferred.

• Knowledge of the principles, methods, and techniques involved in the development of training programs.

• Excellent platform skills.

• Must have exceptional written skills, strong organization skills, ability to manage multiple and diverse projects and tasks, prioritize projects, conduct research, gather information then develop curricula and measure effectiveness.