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 The Incumbent performs professional level training facilitation of account specific and general leadership curriculum; develops and measures performance of outcomes. Work is performed under general supervision. Direct supervision is exercised over training participants. 
Job Functions % Time
• Training Development & Design 60%
• Training Measurement 30%
• Training Facilitation 10%
Key Job Responsibilities
• Identifies gap/need assessments and design/develop training materials to support clients.
• Designs and develops all training materials related to NPD (New Product Launches), including Reference Guide Job aids for each client
• Creates and manages a robust quarterly schedule of programs to include both instructor led and on-line training (CBT) opportunities
• Maintains product support library, ensuring accuracy of all product support material (printed material and electronic library).
• Develops training/development interventions that address the needs of the management team members and which will supplement the PRCU curriculum.
• Creates documentation/ training material not currently in existence.
• Acts as liaison between Training and Operations counterparts to obtain updates and support for new product development needs
• Conducts needs assessments to determine the developmental needs of management team members
• Makes recommendations for program development or delivery to address needs
• Measures the impact of training programs by conducting level III evaluations and focus group meetings following training sessions
 

• Facilitates leadership and management training sessions for Leadership Education and Development (LEAD) companywide
• Manages classroom setting ranging from 1 to 25 people
• Other duties as assigned
Job Requirements
Minimum Education and Experience: 
• BS/BA degree with a concentration in human resources, training and development, education or instructional design or other related field
• Through experience (5+ years) in the call center industry 
• Minimum of two (2) years training environment and/or course curriculum development role.
• Some prior experience managing and directing people 
Licenses and/or Certifications:
• Suggested Certifications: Achieve Global, Wilson Learning, SHRM, and Myers Briggs
• Suggested Memberships: ASTD, CAPT (Center for the Application of Psychological Type) SHRM
Knowledge, Skills and Abilities:
• Demonstrated knowledge of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practices
• Ability to effectively manage multiple projects simultaneously
• Demonstrated ability to influence and motivate across all levels of employees in multiple locations
• Ability to communicate effectively both orally and in writing
• Ability to build and maintain positive working relationships 
• Excellent listening skills
• Excellent presentation skills
• A wide degree of creativity and latitude is expected
• Demonstrated proficiency in Microsoft Office Desktop Applications (Microsoft Word, Excel, and PowerPoint)
• Knowledge of publishing applications such as Quark, Illustrator, Pagemaker, Photoshop, or Corel Draw preferred
 

Working Conditions
Constant = 75 – 100% of the time; Frequent = 50 – 75% of the time; Occasional = 25 – 50% of the time; Rare = less than 25% of the time
Work Environment:
Ability to work in a fast paced, ever changing environment
Physical Demands:
Position requires  about 40% travel
Ability to sit at the PC for extended periods of time
Ability to stand while conducting training classes
Ability to travel to centers to deliver training or to monitor, evaluate and coach team members.