Training Manager / Call Center Trainer

Us Default Group - Boca Raton, FL

Full-time - Mid Level

Hybrid - Boca Raton, FL

Professional, Scientific, and Technical Services

About the position

The Training Manager role at RAS LaVrar, LLC is designed for a highly engaged individual who will lead the training processes across the firm, particularly for the Call Center. This position involves providing initial and ongoing training for new hires and existing employees, ensuring compliance with training requirements, and developing training materials using various delivery methods. The ideal candidate will have a strong attention to detail and a commitment to producing high-quality work, while also being adaptable to a hybrid work environment.

Responsibilities

• Lead the new hire compliance training process for the firm's new hires during the onboarding process.
• Monitor the compliance training program for all employees throughout the year and ensure required trainings are completed by their due date.
• Develop and present training materials through classroom learning to support call center functions including system, process, policies, product/service, and customer interaction skills.
• Provide firm-wide training for all employees in all departments as needed and become a subject matter expert in all processes of the firm for all states.
• Conduct technical training needs assessments by collecting information pertaining to work procedures, workflow, and reports; understanding job-specific functions and tasks.
• Assess training needs of employees/agents; design and build training aids to assist with delivery of training; plan and implement competency-based assessments to measure participant performance.
• Act as a liaison for all training-related issues and questions.
• Ensure training methodologies include blended, eLearning, in-person, and virtual solutions as required and develop strategies to engage employees in a hybrid work environment.
• Follow-up on the QA monitoring process to provide additional training and coaching for agents as needed on an ongoing basis.
• Measure the results of training programs and develop an ROI/VOI dashboard to illustrate the effectiveness of the training provided relative to the investment cost.
• Collaborate with the Management team to determine learning needs to meet the objectives of the firm.

Requirements

• Prior experience in developing and implementing training and development plans in a variety of methodologies.
• Proven ability to facilitate a wide variety of training programs that enhance the effectiveness of the workplace.
• Minimum of 4 years in developing, facilitating, and delivering learning programs.
• Prior leadership experience in a training capacity and prior legal experience is a plus.
• Excellent communication skills.
• High energy, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment.
• Proficiency in Microsoft Office, specifically Excel.

Nice-to-haves

• Experience with learning creation software such as Articulate 360, Storyline, Camtasia, and Canva.
• Trainer Certification preferred.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Vision insurance