Training Specialist

Job purpose

As part of the training team, the Training Specialist provides the instruction, coaching, tools, assets, and resources needed by our front-line agents to ensure their success. The Training Specialist is required to work across operations, sales, client success and HR to ensure a seamless new hire onboarding experience and to participate in training employees across the company in areas such as sales development, process, compliance, etc.

Essential Functions and Responsibilities

• Refines and facilitates operations/sales new hire training.
• Works with Instructional Design team and Subject Matter Experts (SME’s) to deliver solution/s training standards, testing and certifications.
• Facilitates and refines the processes, standards, and rules of engagement that direct how our agents engage with customer prospects, as well as colleagues within operational teams.
• Partners with the Instructional Design team and the Operations leaders to determine learning needs by working with sales representatives, marketing experts, project coordinators and Operations leaders.
• Conducts on-going development courses related to the following topics:
• Technology, Compliance, Process, Systems, Sales, Customer Engagement, Emotional Intelligence, Business Acumen, Social selling, Industry best practices, DOC rules/reg, etc.
• Works proactively with Operations leaders to assist in agent development in the following areas:
• Conducts side by side and remote monitoring of agents.
• Provides written performance analysis feedback to Supervisors (gap/needs) as part of the handover of new hires and feedback to agents for all call monitoring and coaching.
• Participates and/or facilitates call calibrations.
• Participates in client visits as requested.
• Has a thorough understanding of all curricula produced by the L&D Department, along with Cornerstone LMS curricula.
• Contributes to the version control and organization of all L&D content.
• Adheres to, demonstrates, and champions professionalism, DOC rules/regs and Televerde protocols.
• Conducts their duties from a servant leadership mentality.

Education and Experience

• Demonstrates a working knowledge of training techniques and best practices for onboarding or adopting new technologies.
• Experience in content creation, building assets and materials that facilitate agent/sales effectiveness.
• Has a working knowledge of marketing and how it supports sales.

Objectives, Outcomes, Measurement

An improvement in agent efficiency:

• Agents can confidently demonstrate proficiency in their new role.
• Reduced ramp up time for sales representatives.
• Customer centric approach to customer contact resulting in quality lead delivery.
• Increased product knowledge.
• Increased competitive knowledge.

Working conditions/ Physical requirements

This position is performed in an office environment.

Essential physical requirements of this job include:

• Ability to move wrists, hands, and/or fingers in a repetitive motion.
• Ability to continuously stand, walk, reach, kneel, bend, stoop, push/pull, and sit.
• Ability to lift to 25 pounds occasionally.
• Communicating effectively with employees, vendors, and clients.
• Continuously working at a desk and computer screen at least 50% of the time.
• This job description is not meant to be all-inclusive of the duties and responsibilities of the job and may change at any time without notice.

This job description is not meant to be all-inclusive of the duties and responsibilities of the job and may change at any time without notice. Televerde provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.