Training Facilitator

About the Role:

The Training Specialist is expected to help build a high-impact learning culture by actively partnering with business departments to develop, implement, and maintain training content, while also facilitating training sessions to ensure team members are prepared for success in their roles.

What You’ll Do:

• Design Training Content: Create and update various training modalities for team members and CCPs. This includes Onboarding, New Hire, Upskilling, and ad hoc training; Leverage team intake tool to track and update progress on content deliverables; Adhere to due dates for content build and update deliverables.

• Deliver Training Content: Facilitate Onboarding, New Hire, Upskilling, and ad hoc requests for CCPs and team members; Maintains records of class attendance, results of tests and assessments, and behaviors within the classroom; Demonstrate the necessary fundamental training concepts, including facilitation, instruction, and classroom management to ensure optimal learning; Manage new hires according to company policies and procedures; provide updates to hiring managers on classroom performance; Engage learners to be active in their learning by engaging them in discussions and various classroom activities.

• Coaching CCPs: Coaching new hires- At times, follow New Hires from classroom to Nesting to ensure knowledge transfer to job functions; Work with returning leave of absence or struggling CCPs to upskill in order to close performance gaps, as requested; Coach and motivate employees to achieve optimal performance; provides developmental feedback to associates during new hire and continuing education.

• Support Additional Training Launches and Initiatives: Assist in the planning, coordination, and execution of new training programs and organizational initiatives; provide logistical support and ensure the smooth rollout of new training projects.

What We Look For:

• Demonstrate a high level of professional maturity and emotional intelligence- Interacting with various levels of the organization and must display professional behaviors that instill confidence in self and the larger team.

• Ability to create and maintain comprehensive and complete learning content, using correct grammar- Create training in Google Slides and/or Articulate and Storyline that is error-free

• Strong facilitation, communication and interpersonal skills- Possess the ability to take broad and complex concepts and deliver the information in a digestible format that is easy for learners to grasp, maximizing effectiveness of learning and knowledge transfer. 

• Proactive learner- Learn core operations and objectives of teams within Phoenix Service Center to effectively provide job knowledge to learning content and in a classroom setting

• Collaboration- Partner with team members/CCP to provide a robust training experience whether it is creating content or facilitating content

• Organizing and coordinating skills- Manage a workload that will be a balance of creating learning content and facilitating classes, while managing ad hoc requests

• Ability to function independently and as part of a team with a positive attitude, strong work ethic, and commitment to excellence

• Excel at handling conflict, difficult situations, and urgent issues in a professional manner

• Ability to adapt well to fast-paced environments with changing circumstances, direction, and strategy

• Ability to prioritize, manage and complete projects with tight deadlines

• Understanding of and ability to apply adult learning methodologies

What We Offer You: 

• Competitive salary and stock option plan

• 100% paid coverage of medical, dental and vision insurance

• Flexible PTO

• Opportunities for professional growth and development

• Paid parental leave

• Health & wellness initiatives
  

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