Training Specialist I

Req Number:  2210BR

Responsible for positively impacting the performance of the Customer Service team through analysis of performance needs, design of necessary job aids, process manuals and other written material, facilitation of classroom training, and identifying appropriate methods for improving the overall customer experience.

Essential Functions

Facilitate classroom training to deliver product, skills and system information including coordination and delivery of Sales Order Entry training as well as delivery of ongoing technical and professional training programs.

Analyze the customer service operation and make recommendations to management for improvement measures.

Develop necessary documentation to support the knowledge needs of the team.

Conduct benchmarking and provide guidance and coaching for CSR’s.

Develop and manage project plans required to implement organizational change.

Education:

Bachelors Degree in Education, training and development, organizational development, organizational behavior, business communications or human resources is strongly desired. High School Diploma or equivalent is required with applicable working experience.

Experience:

Minimum of 2 years experience in training, instructional design and use of performance management methodologies

Exceptional interpersonal and public speaking skills.

Experience in writing clear and accurate documentation.

Project management abilities.

Understanding of curriculum development.

Requires the ability to disassemble the knowledge of a content expert and re-design in the form of a training program.

Ability to quickly learn various system applications with access to a Subject Matter Expert.

Occasional travel required.   

DESIRED:

·    Knowledge of call center industry and/or order management systems (AS400/PeopleSoft and/or SAP).8/24/2009