Learning Development Specialist

$45,760 - $45,760/Yr

Dialog Direct - Highland Park, MI

Full-time - Mid Level

Highland Park, MI

Professional, Scientific, and Technical Services

About the position

The Learning & Development Specialist (Trainer) position at Dialog Direct requires an onsite presence at our facility in the Detroit metropolitan area. This role is crucial for the training and development of new hires within our call center environment. The primary responsibility of the Learning & Development Specialist is to deliver training programs effectively, ensuring that all new employees are well-prepared before they transition to the Nesting phase of their training. The specialist will answer questions from trainees promptly and ensure that all training rules and regulations are adhered to strictly. Additionally, the specialist will provide coaching on specific areas where trainees may need improvement, fostering a supportive learning environment. In this role, the specialist will also set clear training expectations by providing an overview of the training flow and encouraging full participation and interaction from all trainees. Participation in the design of training programs is also a key responsibility, where the specialist will suggest new ideas to enhance training delivery and effectiveness. Conducting training needs assessments is essential, as the specialist will identify any problems or needs of the trainees and the training program, seeking solutions to improve learning outcomes and overall performance. This includes monitoring agent performance in collaboration with assigned mentors and participating in program evaluations. The Learning & Development Specialist will compile training reports and maintain training documents, such as quizzes, exam links, and manuals, for both internal and external audits. Regular attendance at calibrations, meetings, and conference calls is expected to ensure alignment with training objectives and company goals. The specialist will also disseminate information and escalate issues as necessary, acting as a Subject Matter Expert in their area of expertise. This position requires a Bachelor's degree from an accredited institution and three to five years of related experience, with a preference for candidates with Property & Casualty licensing and prior banking experience.

Responsibilities

• Deliver training programs to new hires prior to their endorsement to Nesting.
• Answer all questions from trainees in a timely manner.
• Ensure training rules and regulations are strictly followed.
• Provide coaching on specific areas of the trainee's performance.
• Set clear training expectations and encourage total participation and interaction.
• Suggest new ideas to improve training programs and delivery.
• Identify training needs and seek solutions to improve learning and performance.
• Compile training reports and maintain training documents for audits.
• Attend calibrations, meetings, and conference calls as required.
• Act as a Subject Matter Expert in specific areas of support.

Requirements

• Bachelor's degree (BA or BS) from an accredited four-year college or university.
• Three to five years of related experience in training and development.
• Proficiency in Microsoft Office (4 years required).
• 2 years of experience in training & development is required.
• Call center experience (2 years preferred).
• Current licensed Property & Casualty (P&C) experience is preferred but not required.
• Prior banking experience is preferred.

Nice-to-haves

• Experience in adult learning methodologies.
• Experience in training delivery within a call center environment.

Benefits

• Health savings account
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Vision insurance
• 401(k) matching
• Employee discount
• Professional development assistance
• Life insurance
• Retirement plan