Job Profile Summary

The Training Lead coordinates or facilitates training courses for contact center advocates.Actively keeps abreast of developments in learning technologies, and provides guidance and support on the use of technology involved in learning and development. The Training Lead work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

Job Description

The Training Lead, coordinates, and implements all aspects of training programs for participants throughout the contact center, including but not limited to instructor-led and virtual instructor-led training.Creates an environment that is conducive to learning and exchanging information, engages the learner, and produces the desired outcomes including successful graduation rates. Monitors training personnel records to ensure that employees have met all company training requirements for company, quality, and regulatory compliance.Analyzes course evaluations in order to judge effectiveness of training sessions and to implement suggestions for improvements.Collaborates with subject matter experts in providing appropriate training support. Provides technical troubleshooting support as related to learning programs.

Ideal Qualifications

• Bachelor's degree
• Leadership experience and demonstrated motivational and interpersonal skills.
• Experience working with learning technologies
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
• Excellent communication and facilitation skills, including oral presentations and the ability to effectively communicate with all levels of leadership.