Instructional Training Specialist
Job ID: 4696
CALIBRE, an employee-owned management and Technology Solutions company, is seeking a Training Specialist to support our DOD client.
As a Customer Experience Instructional Training Specialist, you will be responsible for developing and delivering training programs that empower our customer service teams to excel in delivering exceptional customer experiences. You will play a key role in ensuring that our employees have the knowledge, skills, and tools needed to provide outstanding service to our customers.
- Training Program Development: Collaborate with subject matter experts to design, develop, and update training materials, modules, and resources that align with our customer experience goals.
- Curriculum Design: Create a structured training curriculum that covers various aspects of customer service, including communication skills, problem-solving, product knowledge, and empathy.
- Training Delivery: Facilitate engaging and interactive training sessions for new hires, as well as ongoing training and refresher courses for existing team members.
- Evaluation and Assessment: Implement assessment tools and metrics to evaluate the effectiveness of training programs. Continuously gather feedback from trainees to make improvements.
- Customized Training: Tailor training programs to specific roles within the customer service team, ensuring that each team member receives relevant and job-specific training.
- Technology Integration: Utilize e-learning platforms and technology to enhance training delivery and accessibility.
- Onboarding Support: Assist in the onboarding process for new customer service team members, providing them with the knowledge and skills needed to excel in their roles from day one.
- Performance Improvement: Identify areas for improvement and development among customer service representatives and design targeted training interventions to address these areas.
- Compliance and Quality Assurance: Ensure that all training materials and practices comply with industry regulations and quality standards.
- Strong communication and presentation skills.
- Knowledge of adult learning principles and training methodologies.
- Proficiency in e-learning software and technology.
- Detail-oriented with excellent organizational skills.
- Ability to adapt to changing priorities and work in a fast-paced environment.
- Bachelor's degree in Education, Instructional Design, or a related field (Master's preferred).
- 5 plus years of experience in instructional design and training facilitation, preferably in a customer service or contact center environment.