Training FacilitatorSKY Operations Center

JOB DUTIES

FACILITATE TRAINING SESSIONS

Evaluate modes of training delivery to optimize training effectiveness. Evaluate training activities for program effectiveness. Obtain, organize and/or develop guides or course materials such as hand-outs and visuals. Present information using a variety of instructional techniques or formats, such as role play,

simulations, team exercises, group discussions, videos or lectures. Identify and address educational needs of others. Develop, design or create new applications, ideas, relationships, systems or procedures. Analyze information and evaluate results to choose the best possible solution to problem

solving. Interpret the meaning of information for others. Translate or explain what information

means, and how it can be used. Consciously use a diverse vocabulary focusing on words that help learners from multiple

learning styles grasp concepts effectively. Identify the developmental needs of others; coaching, mentoring and otherwise helping to

improve their knowledge or skills. Encourage and build mutual trust, respect and cooperation among team members. Set, monitor and evaluate performance standards. Select and use training materials/instructional methods and procedures appropriate for the

group dynamics. Insure advisors have access to all required systems, including but not limited to:

o Active Directoryo ePortalo Aspecto time.blackboardss.como SmartViewo BbCRMo EMCo Emailo Blackboard Learno UltiPro

Submit tickets and follow up regarding systems access, point assessment, etc. Insure advisors have been provided security badges, and follow up when needed. Insure understanding of all HR policies as they pertain to the training environment. Monitor time on a daily basis for payroll accuracy.

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Report tardy, late, absent and no call/no show occurrences and submit tickets accordingly for appropriate attendance point assignment.

Communicate effectively in difficult conversations (ex: sensitive issues, disciplinary actions, terminations) with advisors.

Submit termination requests when necessary. Arrive at least 30 minutes prior to class start time to:

o Check all equipment (computers, projectors, etc.)o Insure clean classroom environmento Insure all materials needed are available for trainingo Check emails for pending alertso Greet class upon arrival

Coordinate management/supervisor introduction times for the class. Coordinate presentation time for Quality to discuss guidelines and insure training content

coincides for maximum quality. Coordinate training/operations floor times for advisors to shadow/co-pilot prior to Beta. Provide floor support during Beta. Maintain communication with Quality during Beta for trends and coaching opportunities. Provide individualized and group coaching during Beta. Insure smooth transition from training to the operations/production floor. Report daily activities including but not limited to:

o Recruited and End of Day Head Counto Class Rostero Attrition (date/reason)o Payroll Exceptionso Attendance Issueso Name of Department, Description and Status of all submitted ticketso Confirmation of completed Daily Trainer Checklisto Assessment Scoreso Certification Scores/Trendso Any additional Training Facilitator Noteso Corrective Actions

Schedule Post-Training Debrief. Insure updated schedules for advisors being cross-trained and make arrangements for one-

on-one sessions for those who may have accommodation requests prohibiting them from attending the entire training.

Work closely with operations during crisis times (advisors need to be pulled from training to assist with unexpected high call volume on the operations floor).

Communicate and follow up to insure operations advisors are fully informed on all new information related to products, procedures, customer needs and company related issues, changes or actions.

Conduct training sessions to be measured on advisor engagement, assessment scores and advisor attrition.

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UPDATE CONTENT AS NEEDED

Review all training material prior to each session to insure cohesiveness with presentation, client Knowledge Base and client web-site. Communicate changes/corrections/updates as necessary.

Keep up with developments in area of expertise/industry trends by reading current journals, books or articles and inform Instructional Design of relevant updates/additions.

Keep up with individual clients through Account Managers, web-site and emails to insure most recent and relevant information is being presented.

Continually search for new training ideas and activities to be included in course content. Receive feedback from operations advisors regarding information to be clarified or added to

current training content. Evaluate feedback from Quality to identify trends which may need to be covered in greater

detail in training and present to Instructional Design when necessary for inclusion in course material.

Attend meetings and seminars to obtain information for use in training programs. Partner with the Instructional Design team to create training resources such as training

hand-outs, demos, visual aids, hands on training and reference materials.

ASSIST WITH PROGRAM EVALUATION

Assess training needs through surveys, interviews with advisors, Quality and Supervisors. Develop alternative training methods if expected improvements are not seen. Analyze data to identify underlying principles, reasons or facts of information by breaking

down information or data into separate parts. Host Post-Training Debrief session with Training Supervisor, Quality Coordinator,

Instructional Design and Account Manager to review:o Log on availability on day oneo Training Calendaro Training Environment

Computers/ projectors Cleanliness

o Confidence level of class; ability to grasp content and ability to perform dutieso Transitioning issueso Content Review

Overall Leader’s Guide Up to date content? Topics most/least understood Classroom feedback

o Assessment review Did advisors successfully pass? If not, why not? Trending challenges in questions asked Advisor feedback

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o Transition to the floor Shadowing opportunities Mock calls Hands-on activities Performance feedback opportunities provided to advisors prior to transition Certification Issues Individual advisor challenges Advisor feedback/positive experiences

Discuss attrition/reasoning. Audit customer service Knowledge Base software for changes, updates and educate advisors

regarding these changes.

LIAISON BETWEEN OPERATIONS MANAGERS, SUPERVISORS, OPERATIONS CENTER ADVISORS AND THE INSTRUCTIONAL DESIGN TEAM

Schedule in-class introduction of Operations Manager and Supervisors and allow ample time for advisors Q&A.

Assist Supervisors in offering individualized training to help advisors maintain or improve job skills.

Assist Operations with devising programs to develop advancement potential among advisors.

Develop constructive and cooperative working relationships with others and maintain them over time.

Effectively communicate needs and concerns with Operations, Instructional Design, Quality, Training and advisors when necessary.

Provide consultation regarding advisor performance/trends and Quality concerns. Assist in handling complaints, settling disputes and resolving grievances and conflict. Provide assistance and emotional support for others within the scope of the work

environment.

IDENTIFY TRAINING NEEDS THROUGH A VARIETY OF METHODS AND PARTNER WITH THE TRAINING AND INSTRUTIONAL DESIGN TEAM TO UPDATE AND FACILITATE APROPRIATE TRAINING PROGRAMS TO ENHANCE EMPLOYEE SKILLS.

Refer to “Updating Content” and “Program Evaluation”

WORK AS A MEMBER/LEADER OF PROJECTS THAT DIRECTLY CONTRIBUTE TO SITE SUCCESS.

PROJECT FAVORABLE IMAGE OF THE COMPANY TO PROMOTE ITS OBJECTIVES AND GOALS TO ENHANCE CUSTOMER RELATIONSHIPS.

COORDINATE WITH SCHEDULEING ANALYSTS REGARDING PROJECTED TRAININGS AND SKILLING REQUESTS.

POSITION REQUIRES OVERNIGHT TRAVEL TO CLIENT SITES/Bb OPERATIONS CENTERS FOR EXTENDED PERIODS OF TIME UP TO 5 WEEKS IN LENGTH.

ANY OTHER DUTIES OR PROJECTS AS REQUESTED BY MANAGEMENT.

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QUALIFICATIONS

Bachelor’s Degree in related field preferred; High School Diploma or equivalent required. Knowledge of Learning Management Systems and e-learning systems. Ability to review training content and deliver training sessions based on content. Skilled at facilitating training groups ranging in size from 2 to 30+ participants. Ability to manage large groups of people in a leadership role. Ability to train all levels of employees, as well as customers/clients. Ability to operate training equipment such as computers and LCD projectors. Knowledge and utilization of Blackboard Learn and Blackboard Collaborate for classroom

and remote training via conference line. Possess strong attention to detail and organization. Can handle multiple projects and prioritize in a professional and timely manner. Must exhibit consistency with processes and daily tasks. Ability to read, analyze and interpret general information and data. Can effectively present information in a clear manner, demonstrate procedures, and

respond to questions in a language that helps all learning styles understand. Proficiency in creating documents using Microsoft Office, Word and Power Point. Exhibits and demonstrates excellent oral and written communication skills. Should have at least 3 years’ experience in developing material in Microsoft Office,

Articulate and Adobe products (preferred). Experience providing training resources in a call center environment helpful. Previous experience in the education industry and e-learning technologies. Previous call center experience strongly preferred. Ability to give full attention to what others are saying, taking time to understand points

being made, and asking questions as appropriate. Ability to monitor/assess performance of self and others to make improvements. Should be socially perceptive (aware of other’s reactions and understanding why they react

as they do). Must be a critical thinker with the ability to use logic and reasoning to identify strengths and

weaknesses of alternative solutions, conclusions or approaches to problems. Must have strong time management skills and the ability to perform tasks on short notice

and in varied time slots across three shifts. Strong customer service skills. Willingness to proactively take on responsibility and challenges. Flexibility and willingness to be open to change and considerable variety in the workplace. Strong social orientation. The job requires being personally connected with others in the

workplace. High stress tolerance. The job requires dealing calmly and effectively with high stress

situations. Innovation, creativity and alternative thinking to develop new ideas for and answers to

work-related problems.

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Self-motivated with ability to find areas to improve on larger processes, facilitation through reading new approaches and independent research during “down time”.

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