Trainer & Process Improvement Analyst

Job Description







POSITION OBJECTIVE:

This position is responsible for creation and management of all aspects of Customer Contact Center training and documenting technical, procedural, and organizational issues. Includes relating customer expectations to the training and process improvement process.


POSITION RESPONSIBILITIES:



Designs, delivers and implements training and development programs that support department and company objectives.

Develops and documents technical, procedural, and organizational issues.

Document interfaces and feedback loops and relates customer expectations to the process.

Reviews and documents SOPs to support the Contact Center.

Analyzes training needs and develops training solutions in partnership with operating managers.

Develops training materials including course outlines and other materials (participant packets, leaders guides, job aids).

Oversees all aspects of training delivery including roll-out plan, trainer preparation and seminar logistics.

Establishes and maintains Training and Development Program Manuals; organizes and maintains Training Library.

Maintains tracking records for attendance and effectiveness of all training programs.

Assists in the research and development of programs that support employee career development.

Maintains thorough working knowledge of company operations, philosophy, and personnel policies and procedures.

Completes special projects as assigned by management.

Performs special projects as assigned by management.

Responsible for identifying opportunities to enhance technology and innovation that will improve departmental effectiveness.

All Sees staff must be committed to the companys core principles and workplace values, including diversity and inclusion.