Learning & Development Officer
Helpware
full-time
Posted on:
Location Type: Hybrid
Location: Florida • Kentucky • United States
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Salary
💰 $44,000 per year
Job Level
About the role
- Creates lesson plans for training delivery
- Reviews, evaluates and modifies, if necessary, the training curriculum (all training modifications must be approved by the client)
- Prepares materials and resources for training delivery
- Reserves training room and equipment
- Checks equipment and networks for functionality and access
- Provides clear instruction using a variety of techniques and activities
- Enforces adherence and attendance of participants
- Maintains a positive learning environment
- Evaluates learning and mastery of content, skills and procedures
- Provides feedback and guidance to learners
- Enforces company rules and policies during training hours
- Completes daily, weekly, and end of training reports and submit to all pertinent parties
- Signs off trainees with individual reports to the operations supervisor
- Records and explains training attrition
- Recommends changes to curriculum, methods or activities based on observations during training delivery
- Partners with QA to determine areas of opportunity in CSR performance
- Evaluates the results of product training to curb undesirable trends or unexpected deficiencies in training programs
- Recommends training initiatives to support operations in surpassing KPIs and metrics
- Develops action plans to remedy deficiencies
- Takes calls meeting the account weekly quota
- Performs quality audits to meet the account weekly quota
- Attends calibration sessions
- Reads all new processes and procedures provided by the client and/or operations
- Receives refresher training as necessary
- Remains informed and current in instruction practices, teaching methodologies and training best practices
- Supports all areas of account operations in order to provide knowledgeable, competent and motivated staff
- Interacts with clients when necessary for training purposes, especially regarding curriculum and training modifications (All modifications must be approved by the client)
- Develops training materials to ensure documentation is current and relevant given market changes and evolution
- May contribute to the design of training events and learning solutions
- Tracks and manages performance in the classroom and, if required, manages transition to team mgr./stakeholder
- Follows standard evaluation and measurement process/protocol to assess comprehension and adoption of knowledge to ensure successful job readiness transition.
Requirements
- At least 1+ years of experience in BPO or call center training or learning & development
- Outstanding verbal and written communication in business terms
- Capability to maintain the highest confidentiality around company proprietary information
- Ability to multitask and prioritize
- Solid problem-solving skills
- Strong organizational skills
- Quick thinkers & able to adapt
- Highschool diploma or equivalent
- Availability to travel 80% of the time
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
lesson planningcurriculum developmenttraining deliveryperformance evaluationquality auditstraining materials developmenttraining documentationKPI trackingtraining methodologiesinstruction practices
Soft Skills
verbal communicationwritten communicationconfidentialitymultitaskingprioritizationproblem-solvingorganizational skillsadaptabilityfeedback provisionlearner engagement
Certifications
high school diplomatraining certificationlearning and development certification