CONTACT CENTER TRAINING SPECIALIST

POSITION PURPOSE -
The Training Specialist designs, develops and delivers training courses and job aids to meet the business objectives and provide learning solutions for the Homedepot.com Contact Center. This position will create instructional materials and assessments applying adult learning principles and strategies. The Training Specialist will prepare and deliver training classes in the areas of contact center operations, product knowledge and customer service. In partnership with the leadership team, the position will also serve as a performance consult and subject matter expert.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -

• Delivery of training and development programs for contact center associates
• Translates business requirements into learning requirements.
• Conduct and review training needs analysis to identify training needs and opportunties to drive improvements
• Evaluate and monitor training effectiveness through observations, post training assessments and quantitative analysis

NATURE AND SCOPE -
Position reports to the Manager, Training

Responsible for helping others and providing on-the-job training or guidance

ENVIRONMENTAL JOB REQUIREMENTS -
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.MINIMUM QUALIFICATIONS -

• Must be 18 years of age
• Must pass a pre-employment drug test
• Must pass a background check
• Must pass all applicable pre-employment tests

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

YEARS OF RELEVANT WORK EXPERIENCE - 03

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.

PREFERRED QUALIFICATIONS -
Bachelors degree in Instructional Design, Human Resources or related field

3 + years experience in the Learning field specifically in facilitation or instructional design

Previous experience in retail, call center or a customer focused environment

Learning certifications (i.e. CPLP, FranklinCovey)

KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -

• Understanding of adult learning principles and strategies
• Strong facilitation skills in a group setting
• Excellent written and oral communication skills
• Strong organizational skills
• Ability to quickly build relationships and establish rapport

Demonstrated ability to work in fast paced environment managing and prioritizing mulitple responsibilities and deliverables while meeting deadlines