Training and Development Specialist

Company Name:
Asurion
The Training and Development Specialist is responsible for supporting the Premier Support Solutions (PSS), training goals and objectives. The trainer will train, support,
coach
, and develop the new agents while overseeing the day-to-day experience of new hires as they transition from new
employee
orientation through training to the call center floor. This includes training new hire
classes
, providing continuing education classes on new devices, as well as topics on products and business practices. Duties include but are not limited to designing, developing, and delivering new hire training in a blended learning environment.

Primary Function:
Takes responsibility for new employees from New Hire training through Transition Academy to the call center floor. The New Hire total training experience is 7 weeks - including transition academy.
Provides, coaching, and mentoring as business needs indicate
Collaborate with the Training
manager
to design, deliver and evaluate the success of both the new hire and continuing education classes such as PSS Device/OS Certification, and new process and product introduction training.
Assists with updating training material to keep current with new training topics and techniques
Maintains positive working relationships with the Training Manager and PSS management team.
Interacts effectively with PSS leadership and agents and other training professionals in SCM and Care training organizations

Key Duties and Responsibilities:
Conducts new hire and other technical training classes such as PSS Device/OS Certification, and new process and product introduction training
Coordinates training activities for new hires and ongoing training that includes PSS Device/OS Certification training and new process and product introduction training for existing employees
Develops training materials using adult and accelerate learning principles
Create training materials including trainer guides and participant workbooks, new
agent
job
aides, and other course materials for PSS Device/OS Certification, new process and product introduction training
Must be highly organized, have strong writing skills
Coordinate and oversee the New Hire Transition Academy which is a 2 week experience after the 5 week new agent training
Coaches and mentors agents on call quality and productivity
Attend PSS Quality (calls) calibration sessions
Schedules speakers to conduct technical or job-specific training
Provides follow-up coaching to new employees
Shares best practices with training team after each class
Ensures that agents adhere to all Asurion policies and procedures
Track and provide accurate and timely documentation on agent performance, behaviors, and readiness (to support co-employment agreement)
Manages projects as needed
Must be willing to work flexible hours, potentially including nights and weekends.
Must be willing to travel up to 75% of the time during site ramp and 25% during steady state
Must be able to work in a fast-paced, team environment

Qualifications:
Minimum of 3 years adult training experience
Minimum 2 years of experience developing training with a preference of technical training curriculum development experience
Preferred 1 year in a leadership, coaching or supervisory role
Experience developing technical training independently and in a team environment
In-depth knowledge of handheld devices and multiple operating systems
Experience developing technical training to support the trouble-shooting of handheld devices
Minimum 2 year college degree in a related field or equivalent combination of experience and education (Asurion approved trainer certification)
Ability to motivate a team to meet and exceed business objectives
Demonstrated professionalism in maintaining confidentiality
Proven ability to lead, direct and coach others
Detail orientation and able to handle multiple priorities and deadlines
Excellent interpersonal/communication with all levels of management
Proficiency using MS Office, with advanced knowledge of Excel, PowerPoint, Outlook, and Word preferred
Proficiency in using MS Lync, WebEx Training Center, and SMART Classroom Suite preferred.
Previous experience with, and exposure to, e-Learning helpful
Ability to work a flexible work schedule according to business needs potentially including nights and weekends.


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