Training Specialist

Description: Responsible for working proactively with functional organizations for developing the individual, managerial and non-technical job skills and knowledge for North America Customer Support employees. Interfaces with functional organizations to support the development of department trainers, department specific training and up training. Prepares lesson plans including the method, media and documentation to be presented. Instructs participants in classroom lectures and/or group sessions. Conducts follow up coaching and development processes to ensure transfer of skills has occurred.

Primary Job Responsibilities include:
o Proactively consult with business units to drive performance improvement initiatives and achieve operational objectives.
o Create and manage project plans for departmental training initiatives.
o Design, develop and maintain competency based training programs.
o Deliver / facilitate wide range of training programs - including: new hire operations training, customer service skills training, train the trainers for newly developed courseware etc.
o Supervise and coach employee performance in training environments.
o Administer and maintain departmental instructional design standards.
o Coach and mentor team members and Department Specific Trainers.
o Implement comprehensive evaluation strategies to include tracking and reporting of training metrics.
o Assist in the maintenance and administration of a Learning Management System and document control library.
o Interacts in a professional manner with internal employees and managers as well as with external vendors.

Qualifications:
Job Requirements:
o 5+ years professional related work experience.
o Project planning and instructional design experience.
o Knowledge of and experience with training databases.
o Able to apply adult learning theory in the development of training programs.
o Skilled at leading/ facilitating training courses.
o Ability to evaluate training programs.
o Ability to create level 3 training evaluations.
o Knowledge of org. development theory.
o Skilled at group and individual facilitation.
o Skill at coaching performance.
o Skill in providing positive and constructive feedback at individual and supervisory levels.
o Skilled at receiving feedback and implementing for improvement.
o Able to translate broad concepts to a diverse audience.
o Computer literacy as well as strong customer service skills.
o Able to balance needs of groups with needs of individual learners.
o Able to work in a dynamic, rapidly changing environment.
o Applies creativity and innovation to training designs.
o Excellent written and verbal communication skills.
o BS/BA degree or equivalent experience. May have Masters Degree.

Desired Experience:
o Experience in developing online training.
o Experience in the use and administration of an LMS.
o Recent training experience in customer support contact centers.
o Training certifications (i.e. Insights Discovery, Six Sigma, Situational Leadership, Coaching, MBTI, etc.)

[This position will close on 08/20/06 for internals.]

***NO RELOCATION***

Salary/Benefits: Salary commensurate with experience
We offer a complete benefits package. Visit