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Customer Service

Training Specialist

Huntington, West Virginia
Requisition ID: 425601
The Training team facilitates training of all customer service associates, drives initiatives and programs to improve performance at the local site, and examines data to identify the continuous learning needs of the site. Our initial training approach is to facilitate learning for new hires that encourages a focus on both quality and productivity. Continuous learning initiatives are developed as a team, with peers at other Customer Service Centers, and with the quality and instructional design community as a whole. Initiatives such as transaction monitoring and coaching labs are supported by this team as well.

The Trainer will be responsible for designing, building, auditing content, and using data to determine the effectiveness of training initiatives. A solid candidate must be able to display not only the ability to train, but the ability to drive performance, coach, analyze data and improve upon existing processes.

The Trainer must also be responsible for coordinating and managing all aspects of training needs for the local site and network. Coordination includes, but is not limited to, scheduling all training classes and needs, managing all required onboarding tasks owned by the Training team for new hires, driving engagement of new hire classes, keeping a keen eye on opportunities to drive engagement on the team and site level, tracking, and reporting completion of all trainings at a site level.

An ideal Trainer will have a strong process improvement background that focuses on driving changes in not only the training space, but also on a site and network level.
Basic Qualifications:
§ Experience administering and coordinating new hire training programs, continuing education programs, or similar training and development projects/initiatives.
§ Demonstrated experience developing job aids, online tutorials and/or other training materials.
§ Demonstrated experience with learning management systems (LMS’s), basic learning technologies (e.g., webinar tools), and MS Office.
§ Excellent communication skills and editing for the purpose of knowledge transfer and skill development; this includes skill in collaborating with subject matter experts and managers to help write and develop technical content.
§ Excellent coordination, project management, and organization skills.
§ Ability to use multiple learning methods and link appropriate methods with the subject matter.

Preferred Qualifications
· Creative problem solvers
· Strong analytical skills
· Excellent oral and written communication skills
· Strong mathematic and organizational/time management skills
· Resilience, drive, and ownership for one’s own personal development and a desire for career progression
· Proven track record of process improvement within the training space

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