Training Specialist

Job Details

Description

Job Summary

The Training Specialist is responsible for the design, development, delivery, evaluation, continuous improvement, and maintenance of job specific training for the Astound Care/Sales/Business Services Call Center, supporting both newly hired and/or tenured employees. This role will support Care, Telesales, Business Services, Human Resources, etc. This role promotes an environment of personal and professional growth, and the overall Call Center objectives to Cultivate Customers, Strengthen Operations and Engage Employees.

Duties and Responsibilities:

• Provides remote and onsite direct training of new hires and proficiency training for existing Call Center personnel utilizing various training tools such as verbal instruction, role-play and online modules.
• Provides training for a universal model program consisting of Sales, Billing, Retention and Technical support for voice, video, data and mobile.
• Provide leadership training and direction to supervisory staff as needed.
• Utilize development applications to create dynamic online training modules and learning exercises.
• Develop and modify all training documentation as required.
• Assist in monitoring new individual’s performance vs. expectations.
• Review curriculum gaps to improve learner performance.
• Makes initial evaluation of job performance and works with supervisors to determine best practices.
• Provide supervision of employees during training by tracking attendance, addressing appropriate behavior, and documenting performance and development needs.
• Administers learning schedules, calendar and maintains participant records.
• Participate in the evaluation of test equipment and tools.
• Proactively organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
• Sharing new training ideas with leadership.
• Gauge the effectiveness of training materials through survey, performance review, focus groups or feedback sessions.
• Work closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction.
• Other duties as assigned by management.

Requirements/Qualifications:

• Education: High School diploma, or equivalent experience, Bachelor’s Degree Preferred.
• Certification: Accredited training certifications are a plus.
• Relevant Work Experience: 3 – 4 years training experience preferred.
• Instructional design experience is a plus.

Knowledge, Skills and Abilities:

• Basic working knowledge of computers and software specifically Microsoft Office Products such as Word, Excel, PowerPoint.
• Prior experience with Telecommunications Software ICOMS preferred.
• Excellent verbal, written and oral communications skills Organizational skills are a must.
• Must be able to handle multiple projects with varying degrees of complexity and urgency.
• Excellent presentation skills.
• The ability to travel depending on needs of the business, time of year and specific training needs. Duration and locations may vary.

Where you will work: This is a hybrid opportunity! This position will sit in in either San Marcos, Texas; Wilkes-Barre, PA; or Bethlehem, PA.

Work-from-Home Requirements:

• Dedicated, private room in your home that is quiet during work hours.
• Internet connection of 50 MB or more, which is hard-wired (Ethernet connected) from the modem to your company PC.
• Astound will provide all computer equipment.
• Your desktop work surface must have room for 2 PC monitors.
• In the event of disruptions resulting in a poor Internet connection or in-home disruption, you will be required to work from the office. Employees must live within a 60 mile commuting distance from the San Marcos, TX; Wilkes-Barre, PA; or Bethlehem, PA office.
• You will be required to sign a written form to acknowledge these work-from-home requirements.
• You must have a personal cell phone to install a security application.
• You must be present in a virtual work environment via company provided webcam during all working hours.

EEO Statement

Astound Broadband is proud to be an Equal Opportunity Employer and we are dedicated to cultivating a diverse, equitable and inclusive workplace where employees feel valued, respected and empowered. Discrimination of any kind has no place here. We are dedicated to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity or expression, genetic information, military, veteran status, and any other characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business. 

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Read Full Description