Training Specialist

Astound Broadband - Wilkes-Barre, PA

Full-time

Remote - Wilkes-Barre, PA

About the position

The Training Specialist at Astound Broadband is responsible for designing, developing, delivering, evaluating, and continuously improving job-specific training for the Call Center. This role supports both new hires and tenured employees across various departments, including Care, Telesales, and Business Services. The position aims to foster personal and professional growth while achieving the Call Center's objectives of cultivating customers, strengthening operations, and engaging employees.

Responsibilities

• Provides remote and onsite direct training of new hires and proficiency training for existing Call Center personnel utilizing various training tools such as verbal instruction, role-play, and online modules.
• Provides training for a universal model program consisting of Sales, Billing, Retention, and Technical support for voice, video, data, and mobile.
• Provide leadership training and direction to supervisory staff as needed.
• Utilize development applications to create dynamic online training modules and learning exercises.
• Develop and modify all training documentation as required.
• Assist in monitoring new individual's performance vs. expectations.
• Review curriculum gaps to improve learner performance.
• Makes initial evaluation of job performance and works with supervisors to determine best practices.
• Provide supervision of employees during training by tracking attendance, addressing appropriate behavior, and documenting performance and development needs.
• Administers learning schedules, calendar, and maintains participant records.
• Participate in the evaluation of test equipment and tools.
• Proactively organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
• Sharing new training ideas with leadership.
• Gauge the effectiveness of training materials through survey, performance review, focus groups, or feedback sessions.
• Work closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction.
• Other duties as assigned by management.

Requirements

• High School diploma or equivalent experience; Bachelor's Degree preferred.
• 3-4 years of training experience preferred.
• Accredited training certifications are a plus.
• Instructional design experience is a plus.
• Basic working knowledge of computers and software, specifically Microsoft Office Products such as Word, Excel, PowerPoint.
• Prior experience with Telecommunications Software ICOMS preferred.
• Excellent verbal, written, and oral communication skills.
• Organizational skills are a must.
• Ability to handle multiple projects with varying degrees of complexity and urgency.
• Excellent presentation skills.
• Ability to travel depending on business needs.

Nice-to-haves

• Experience in instructional design.
• Familiarity with telecommunications industry standards.