<p>HYBRID POSITION</p> <p>Summary:</p> <ul> <li>Deliver operations training programs that encompass a blended approach (instructor-led modules, self-paced activities, flipped classroom, group activities, videos, and eLearning). </li><li>Responsible for multiple training topics (Products, Guidelines, polices & procedures, Systems utilized by Ops staff, etc.). </li></ul> <p>Responsibilities:</p> <ul> <li>Facilitate delivery (in-person and virtual) of product, process and systems courses across all areas as business needs dictate: new hire, upskilling or refreshers; and class sizes can range from small to large groups (5-25). </li><li>Facilitation not only includes delivery of content, but should leverage engagement, deeper questioning and effective classroom management techniques. </li><li>Observe learners and provide constructive feedback. </li><li>View topic assessment data and adjust training real-time as necessary. </li><li>Support Learning Lab activities, assisting with questions and encouraging learners to find answers themselves. </li><li>Leverage class feedback and from manager observations to identify areas for improvement. </li><li>Provide input/feedback on courses for improvement purposes as well as for development of new training courses. </li><li>Maintain a current understanding of products, systems, and policies & procedures required for the operations areas. </li><li>Learn new training material to broaden skillset. </li><li>Perform research to learn best practices for engagement, deeper questioning, and classroom management techniques. </li><li>Handle all logistics to prepare for classes; e.g. setting up the virtual or live classroom, checking data for exercises and activities, and verifying assessments and files for learners. </li><li>Report to Training and Key Stakeholders on daily class attendance, learner performance, and any classroom challenges. </li></ul> <p>Requirements:</p> <ul> <li>Bachelor's degree required; additional experience/specialized training may be considered in lieu of educational requirement </li><li>2 - 3+ years' training experience required </li><li>Must have hands-on training experience in a small group or classroom setting </li><li>Experience with virtual meeting and/or training tools (e.g. Teams, Webex, Zoom) required </li><li>Excellent presentation skills required </li><li>Excellent verbal and written communication skills required </li><li>Strong interpersonal and relationship building skills required </li><li>Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required </li><li>Strong systems navigation abilities and knowledge of Microsoft Word Suite including PowerPoint, Word and Excel required </li><li>Self-motivated, innovative and flexible required </li><li>Strong knowledge of customer service/contact center day to day operations and strong service system knowledge required </li><li>Knowledge of adult learning theories required </li><li>Knowledge of engagement techniques in a training environment required </li><li>Willingness and ability to travel as needed required </li></ul> <p>Additional Information</p> <ul> <li>Requisition ID: 1000002501 </li><li>Hiring Range: $48,600-$83,160 </li></ul>