Responsibilities:

📍Assist with new and existing employee training 📍Determine which training methodologies are most appropriate for different audiences based on learning styles. 📍Organize training programs to meet specific departmental needs. 📍Develop training material such as manuals, videos, job aids, and handbooks. 📍Map out training plans for individual employees. 📍Facilitate learning through various delivery methods, including classroom instruction, virtual training, on-the-job coaching, and recorded sessions. 📍Track new hire and continuing education participant performance after training completion. 📍Provide feedback to both learners and their immediate supervisor or manager. 📍Consistently review training materials for accuracy and make recommendations on the delivery of the information. 📍Other duties as assigned.

Qualifications:

📍Minimum of 1-3 years of Learning and Development or corporate training experience, preferably in a call-center or high-volume customer support environment. 📍Excellent verbal and written communication skills in English. 📍Proven self-motivator, coupled with strong organizational and time-management abilities. 📍Ability to quickly adapt to changing initiatives and departmental needs 📍Familiarity with customer service best practices and a solid grasp of common call center support metrics/KPIs. 📍Able to succeed in a fast-paced, deadline-driven organization, and a willingness to swiftly adapt to changes. 📍Strong interpersonal skills and an ability to deliver feedback professionally, in a clear and concise manner. 📍Strong presentation, facilitation, and coaching skills. 📍Proficiency in Microsoft Office Suite or equivalent software. 📍Familiarity with call-center contact solutions/software (e.g., Salesforce, Zendesk, Talkdesk, Zoho, Five9, AWS Connect, EvaluAgent, etc.). 📍Familiarity with LMS software (Articulate, KnowBe4, Workday Learn, Zywave, etc.).