Training Specalist

Description

OVERVIEW:

The responsibility for this position is to be SME training resource for delivering product, sales and systems training for new and existing clients and service contact center vendors, as well as internal Atlanticus Operations personnel. Training is delivered via alerts, conference calls, onsite or web-based sessions.

PRINCIPAL ACCOUNTABILITIES:

• Present information using a variety of adult learning principles and formats such as role playing, simulations, team exercises, group discussions, videos and lectures to increase learner retention.

• New Product rollouts, and other Marketing initiatives and act as subject matter expert on policy and procedure for Customer Service Operations, external client processes and client support groups.

• Interact with various teams and individuals to develop training to improve Operations performance metrics.
• Finnd areas of opportunities, coach call center agents, develop training plans.
• Assess training needs through reports, surveys, and interviews with employees, focus groups, or consultation with managers, instructors or customer representatives.
• Attend meetings and seminars to obtain information for use in training programs, or to inform management of training program status.
• Keep up with developments in area of expertise by reading current journals, books and magazine articles.
• Coordinate with the Instructional Design team on new and updated materials.

COMPETENCIES/QUALIFICATIONS:

Required:

2 years of experience with product training using both web based and onsite training delivery methods. Strong understanding of credit cards and retail financing.

• Ability to conduct several training sessions a day.
• Professional, outgoing, diplomatic and personable demeanor; easily establish an excellent working relationship with external and internal clients and positively represent the Atlanticus’ brand.
• Excellent written and oral presentation skills.
• Ability to engage and relate to a non-technical audience.
• Ability to work independently and as part of a team.
• Excellent time management skills.
• Ability to effectively handle multiple tasks and system applications simultaneously while talking and typing.
• Proficiency with Microsoft Office Suite products (Word, Outlook, Excel, PowerPoint) and general office applications.
• Ability to communicate effectively with all levels of management.

Preferred:

1 year of sales training in the financial or service industry, experience in retail or home improvement industry a plus.

• Customer Service Experience.
• Experience with Go To Training and Fiserv SOR.
• Demonstrated industry experience with evaluating training effectiveness.

EDUCATION AND TRAINING:

• BS/BA degree BS/BA degree in Training, Communications, Business, or equivalent combination of education and experience.

INTERACTION:

This role will work closely with key departmental and project stakeholders across the organization. Therefore, the ability to work collaboratively and effectively with all levels of management and staff within the organization is a key priority in this role.

SUPERVISORY RESPONSIBILITIES:

None required for this position.

• COMMUNICATION AND COGNITIVE ABILITIES:

Excellent communication skills (both verbal and written), including facilitation and team leadership skills.

• Must be comfortable working in ambiguous and/or stressful situations.
• Must be self-motivated and know when to seek guidance.
• Flexibility, ability to change priorities quickly, and capacity to handle multiple tasks.

OTHER CONSIDERATIONS: travel, access to confidential information, etc.

Up to 15% travel within the US.

• POSITION TYPE:

Contractor, full-time position.

• Normal Work Hours: Monday – Friday, 9am – 6pm (lunch hour include during this time) with the flexibility to support client training needs outside normal working hours on an as needed basis, up to and including weekends during the hours of 7am – 9pm.

Qualifications