Field Implementation Trainer

Deposita™, An Allied Universal® Company - Tampa, FL

Full-time - Mid Level

Tampa, 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 implementation of training programs. The trainer will also focus on developing tenured staff and ensuring compliance with training standards.

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 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
• High school diploma or equivalent, or 5 years of verifiable experience
• Minimum of three (3) years' experience developing and delivering training content
• Minimum of two (2) years' management or supervisory experience
• Experience in retail operations, training, cash handling, accounting, loss prevention or guest services industry
• Experience showing the ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients' business models and needs
• Demonstrated 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