SR LEARNING SPECIALIST - CONTACT CENTERS

POSITION PURPOSE - Oversees the research, design, and development of Training programs for the Contact Centers. Collaborates with other Training Specialists, THD Learning, internal contractors, and external vendors in the creation and execution of training deliverables. Conducts training needs analysis to determine training objectives, instructional strategies, project scope, time frames, resources requirements, and potential constraints. Performs task and content analysis to obtain the specific information to be included in the training and the expected deliverables. Uses knowledge of instructional design, adult learning theories, and THD to translate business requirements into learning requirements, curriculum maps, and course materials. Conducts usability test and pilots to assess training effectiveness. Works with Leadership to help drive process improvements, standards, methods, tools, and competencies across the SSC/Call Center Learning Development Team.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
Guides and directs work for team to ensure proper course/curriculum creation and delivery. Provides coaching, teaching, and training to team.
Participates in the planning, conducting, and reviewing of any training within Call Center and helps to assess training effectiveness through observation and quantitative analysis. Provide consistent feedback to the team on this analysis.
Assists in the development of workplans, curriculum maps, and implementation plans.
Works with associates, team, and Leadership to determine individual, team, and department training needs.
Tracks industry trends in Training and Learning by participating in various external organizations; benchmark with other internal and external organizations

NATURE AND SCOPE - Position reports to Sr. Manager Accountable for direct supervision of the work activities of others.MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.
Must pass the Drug Test.
Must successfully complete any required training or orientation courses

EDUCATION REQUIRED
The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.

YEARS OF RELEVANT WORK EXPERIENCE - 02

PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

ADDITIONAL QUALIFICATIONS - The Home Depot and Call Center experience a plus

PREFERRED QUALIFICATIONS - Experience with the production and execution of classroom based training and adult learning principles Experience in creating training materials for contact center and retail organizations Experience supervising teams Experience conducting learning needs analysis and developing curriculum Experience in Instructional Design

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Proficiency with software including MS Word, MS Powerpoint, MS Excel Experience with Captivate, eLearning, and Learning Management Software a plus a working knowledge of content authoring/development tools such as Director Proficient knowledge of Project Management principles and MS Project Excellent written and communication skills Excellent interpersonal skills