Job Description
The Beaver Dam team is looking for a Training Coordinator to join them in their expansion! The Training Coordinator is responsible for developing training courses and programs for a designated business area and their employees including determining training needs, creating content, identifying delivery methods, and developing assessments for key requirements. Collaborates across designated business areas to determine needs and drive continuous learning and improvement for all skill sets to achieve business objectives. Minimum Qualifications Bachelor's degree in Business, Education, Human Relations or a related field 3 years of related business experience, preferably in a contact center environment Job Duties Create training and development plans, create training curriculum, and deliver training sessions for employees. Consolidate data from training, quality assurance/quality calibration sessions, new hire nesting, customer service post-call surveys, and analytics data to provide recommendations for strategic changes. Develop frontline employees by enhancing their skills, productivity, and quality. Provide improvement of employee performance/customer experience through current and future training programs, job/skills gap analysis, career path support, and information related to data/metrics/performance. Deploy a wide variety of training methods, including video, social media, e-learning, classroom, and other progressive options to provide an exceptional customer experience through the contact center. Participate in enterprise-wide projects to support the progressive improvements of people, processes, and technology within the contact center environment. Manage contact center resources and creating, organizing, and update these resources to ensure seamless operations. Conduct effective reviews of classroom training via student surveys and other measures of interaction performance. Provide opportunities for ongoing development of Contact Center employees. Perform SAP/CRM Superuser functions. Knowledge, Skills, And Experience Experience working with teams, providing front line employee development and education Track record in designing and executing successful training programs Familiarity with traditional and modern training methods (mentoring, coaching, on the job and in classroom training, e-learning, workshop, and simulations) Excellent communication and leadership skills Ability to plan, multi-task, and manage time effectively Strong writing and record keeping ability for reporting, training manuals, etc. Data analysis skills - particularly able to pull data from computer systems and ensure collection of appropriate data for use of forming training and development programs Adept computer user, with ability to quickly learn and use new programs/software Confident with the ability to deliver effective presentations to groups of people Concerned with organizational success, providing a great customer experience, and helping people to develop Experience as a Training Coordinator, Trainer, Training Facilitator (or equivalent)