20 days old

Contact Center Training Specialist

Tempe, AZ 85281
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003Cbr /\u003E \u003C/strong\u003EThe Training Specialist - Online Contact Center researches, designs, develops and delivers training courses and job aids to meet the business objectives and provide learning solutions for the Homedepot.com Contact Center. This position will create and deliver instructional materials and assessments applying adult learning principles and strategies. The Training Specialist will prepare and deliver training classes in the areas of contact center operations, product knowledge and customer service. In partnership with the leadership team, the position will also serve as a performance consult and subject matter expert.\u0026nbsp;\u003Cstrong\u003E This position currently requres an AZ resident.\u003Cbr /\u003E \u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 50% Delivery of training and development programs for contact center associates \u003Cbr /\u003E 20% Translates business requirements into learning requirements. Creates instructor guids, participant guides, job aids and assessments. \u003Cbr /\u003E 15% Conduct and review training needs analysis to identify training needs and opportunties to drive improvements \u003Cbr /\u003E 15% Evaluate and monitor training effectiveness through observations, post training assessments and quantitative analysis\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E NATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Position reports to the Manager, Training and Development \u003Cbr /\u003E \u003Cbr /\u003E Responsible for helping others and providing on-the-job training or guidance\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment: \u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel 5% to 20% of the time.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003E\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E The knowledge, skills and abilities typically acquired through the completion of a bachelor\u0027s degree program or equivalent degree in a field of study related to the job.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003Cbr /\u003E \u003C/strong\u003E3 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Bachelors degree in Education or related field \u003Cbr /\u003E 3 \u002B years experience in the Learning field specifically in facilitation or instructional design \u003Cbr /\u003E Previous experience in retail, call center or a customer focused environment \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003Cbr /\u003E \u003C/strong\u003EUnderstanding of adult learning principles and strategies \u003Cbr /\u003E Strong facilitation skills in a group setting \u003Cbr /\u003E Excellent written and oral communication skills \u003Cbr /\u003E Strong organizational skills \u003Cbr /\u003E Ability to quickly build relationships and establish rapport \u003Cbr /\u003E Demonstrated ability to work in fast paced environment managing and prioritizing mulitple responsibilities and deliverables while meeting deadlines\u003C/div\u003E
Posted: 2021-07-15 Expires: 2021-08-19
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Contact Center Training Specialist

Home Depot
Tempe, AZ 85281

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