Field Implementation Trainer

Deposita™, An Allied Universal® Company - Fort Lauderdale, FL

Full-time - Mid Level

Fort Lauderdale, FL

About the position

The Field Implementation Trainer at Deposita™, an Allied Universal® Company, is responsible for training client store personnel and new hires at the RCS Customer Service Center on specific technology and devices. This role involves conducting in-person or virtual training sessions, updating training content, and collaborating with various departments to ensure effective training delivery and implementation of services across multiple retail locations.

Responsibilities

• Oversee the scheduling and completion of customer training events
• Manage attendance, conflict resolution, and scheduling of Training Representatives
• Update and maintain the full training program based on customer needs and feedback
• Respond/address team questions and/or customer issues related to system or device training
• Use applications like Teams to enhance communication between team members
• Conduct performance appraisals, discipline, and other personnel actions in regard to those under direct supervision
• Develop and implement a quality assurance/assessment program to measure effectiveness of training and resolve deficiencies or needed improvements
• Participate in meetings with internal and external leadership to stay current with any changes to systems, store rollout, device updates, or changes/updates to customer needs
• Facilitate virtual training content using provided mobile device
• Use various applications to deliver customer training including use of tablet and Zoom
• Answer learner questions during training, including troubleshooting
• Manage device or process exceptions to ensure resolution of any issues preventing device or system access and user adoption
• Effectively deliver train-the-trainer (T3) content
• Assist in determining training headcount required to accomplish customer rollout training schedule
• Execute and track the completion of scheduled training events
• Make recommendations to cross-functional team leadership on training strategies to best meet the needs of our customers
• Participate in the ramp-up of Training Representatives based on business needs, including resume screening and interviewing
• Address deviations in performance with team members in a timely manner
• Make recommendations to customer personnel to resolve specific problems
• Partner with Training Director and customer leadership to schedule/conduct 'refresher training' based on identified needs and/or customer request
• Make assessments of overall store performance and readiness post-training
• Ensure and participate in the cross-training for Training Representatives to make them more versatile
• Make recommendations on team disciplinary actions based on observations
• Make recommendations on hiring decisions
• Make recommendations on department spend related to external vendors/training programs applications and systems
• Make recommendations to cross-functional department leadership on enhancements to their processes or procedures
• Make recommendations to customer leadership regarding training best practices
• Train and help onboard new CSC Agents by coordinating with HR and team Leads and Supervisors
• Monitor and update training content to stay current with needs and goals of the CSC
• Monitor, update, and create KnowledgeBase (KB) articles to ensure Agents are able to access most relevant and up-to-date content
• Partner with CSC Leadership and Training Director on the development, maintenance, and adherence to Training Paths for CSC Agents to follow to enhance their careers
• Monitor CSC calls to help identify skill gaps
• Collaborate with CSC Leadership on identifying skill gaps of both new and tenured Agents
• Determine best approach for addressing identified skill gaps, create appropriate content, and delivery method (classroom-based, instructor-led virtual, e-Learning, etc.)
• Partner with AUS Learning Management System (LMS) administrator for posting/housing new and existing training content
• Work with LMS reporting to monitor training compliance and spot trends in training usage
• Follow up with CSC Leadership regarding training compliance for members of their team and take appropriate action to increase compliance

Requirements

• Associate's degree in general studies, human resources, business administration, communications, or related field of study
• Two (2) years of work experience in training and development
• At least 18 years of age
• Possess a high school diploma or equivalent, or 5 years of verifiable experience
• Three (3) years' experience developing and delivering training content
• Two (2) years' management or supervisory experience
• Experience in retail operations, training, cash handling, accounting, loss prevention or guest services industry
• Ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients' business models and needs
• Experience developing comprehensive training materials (presentations, participant manuals, job aids, etc.)
• Experience delivering training both in-person and virtually to large and small groups
• Ability to coach and provide effective feedback to team members
• Ability to be well-spoken, knowledgeable, and able to develop and present technical content in a friendly, empathetic, and helpful manner
• Ability to be a skillful and fluid communicator, processing the flexibility to communicate effectively with each client representative and other client personnel in the style and manner that they prefer

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Retirement plan
• Employee assistance program