LEARNING AND DEVELOPMENT SPECIALIST

Green Bay, WI

Telecommunications

About the position

This role is tasked with creating and delivering training programs for various employee segments, including Customer Care, Sales, and Agents. Their responsibilities encompass developing training materials and programs for new hires and existing employees, focusing on company initiatives, practical applications, and user acceptance testing. The role also involves analyzing, designing, and evaluating training curricula, creating facilitator guides, learning activities, and performance trackers, and supporting new hire training, communication, customer service, and sales initiatives. This role ensures employees are well-trained and knowledgeable about company policies, procedures, and systems.

Responsibilities

• Develop and deliver engaging training programs for various company initiatives, practical applications, and user acceptance testing.
• Provide backup for new hire support, communication, customer service, sales skills, and promotions.
• Analyze, design, develop, implement, deliver, and evaluate training programs.
• Develop new curriculums, training courses, facilitator guides, and leadership discussion guides.
• Assess training needs through surveys, employee discussions, focus groups, and quality assurance reviews.
• Handle Loopfix tickets, update procedures and policies, and maintain SharePoint sites.
• Create decision trees and workflows in Zingtree, attend meetings, test, and report bugs.
• Verify software functionality, report issues, and ensure user-friendliness.
• Develop and update policies, procedures, and support documents.
• Maintain training records, build eCourses, and ensure the LMS supports organizational needs.
• Serve as a backup for new hire training and coordination.
• Perform additional related duties as required.

Requirements

• Bachelor's Degree with concentration in education, business, communication, management, or equivalent experience.
• Two years' experience training adults preferably in a contact center or sales environment.
• Two years in telecommunications wireless/fixed operations.
• Two years of experience in a contact center or retail sales.
• Must hold a valid driver's license and have the ability to travel as needed to various Cellcom or Agent locations for training purposes.

Nice-to-haves

• Completion of Nsight leadership program.
• Experience with Learning Management Systems, e-learning platforms, and virtual training tools.
• Strong relationship-building, teamwork, listening, and conflict resolution abilities.
• Excellent verbal presentation, coaching, mentoring, and feedback skills.
• Proficient in creating clear training materials and guides.
• Ability to effectively deliver training in various settings and provide constructive feedback.
• Proficiency in troubleshooting, analyzing information, and drawing insightful conclusions.
• Excellence in both written and oral communication, ensuring clarity and effectiveness.