Essential Job Duties and Responsibilities:
- This role plays a key part in equipping Customer Care Advisors with the knowledge and skills needed for success
- Onboarding Training
- Plan and deliver training that prepares new hires to succeed, using in person, virtual, and recorded formats.
- Evaluate new hire performance and provide feedback to the hiring manager
- Continuously improve training based on feedback, performance trends, and business changes.
- Adapt training for diverse employee groups and learning styles.
- Change Management Training
- Provide timely, relevant training for system, policy and procedure changes.
- Collaborate with cross-functional teams to align training with business goals.
- Remediation & Performance Support
- Identify skill gaps and deliver targeted training to improve performance.
- Content Development & Facilitation
- Design and update training materials using instructional best practices.
- Partner with subject matter experts, Compliance, and Legal to ensure content accuracy.
- Present training in a clear, engaging, and professional manner.
- Program Management & Reporting
- Manage multiple training projects simultaneously.
- Track participation, assess effectiveness, and report outcomes.
- Perform other duties as assigned.
Required Skills, Knowledge and Abilities:
- 2+ years of experience in Learning & Development, or Talent Development
- Experience designing, planning, and implementing learning programs, including new hire onboarding programs
- Understanding of adult learning theory
- Succinct and professional communication skills, both written and verbal
- Strong public speaking and facilitation skills
- Ability to quickly build rapport and collaborate effectively with all stakeholders in the business
- Incredibly strong organization, follow-through, time and knowledge management skills
- Excel in a collaborative environment and take ownership of projects
- Ability to multitask and prioritize workload based on immediate and future needs.
