LEARNING AND DEVELOPMENT SPECIALIST

Job Summary:

This role is tasked with creating and delivering training programs for various employee segments, including Customer Care, Sales, and Agents. Their responsibilities encompass:

• Developing training materials and programs for new hires and existing employees.
• Focusing on company initiatives, practical applications, and user acceptance testing.
• Analyzing, designing, and evaluating training curricula.
• Creating facilitator guides, learning activities, and performance trackers.
• Supporting new hire training, communication, customer service, and sales initiatives.

This role ensures employees are well-trained and knowledgeable about company policies, procedures, and systems. 

Responsibilities & Duties:

• Training Programs: Develop and deliver engaging training programs for various company initiatives, practical applications, and user acceptance testing.
• Support: Provide backup for new hire support, communication, customer service, sales skills, and promotions.

• Program Curriculum Development: Analyze, design, develop, implement, deliver, and evaluate training programs.  Develop new curriculums, training courses, facilitator guides, and leadership discussion guides.
• Training Needs Assessment: Assess training needs through surveys, employee discussions, focus groups, and quality assurance reviews.
• SharePoint Operational Management: Handle Loopfix tickets, update procedures and policies, and maintain SharePoint sites.
• Process Development in Zingtree: Create decision trees and workflows, attend meetings, test, and report bugs.
• User Acceptance Testing: Verify software functionality, report issues, and ensure user-friendliness.
• Policy / Procedure Development and Updates: Develop and update policies, procedures, and support documents.
• Learning and Development System: Maintain training records, build eCourses, and ensure the LMS supports organizational needs.
• New Hire Training: Serve as a backup for new hire training and coordination.
• Duties: Perform additional related duties as required.

Requirements:

• Required:
  • Bachelor’s Degree with concentration in education, business, communication, management, or equivalent experience.
  • Two years’ experience training adults preferably in a contact center or sales environment.
  • Two years in telecommunications wireless/fixed operations.

• Two years of experience in a contact center or retail sales.

• • Must hold a valid driver’s license and have the ability to travel as needed to various Cellcom or Agent locations for training purposes.
• Preferred:

• Completion of Nsight leadership program.
• Experience with Learning Management Systems, e-learning platforms, and virtual training tools.

• Interpersonal Skills: Strong relationship-building, teamwork, listening, and conflict resolution abilities.
• Presentation and Facilitation: Excellent verbal presentation, coaching, mentoring, and feedback skills.
• Written Communication: Proficient in creating clear training materials and guides.
• Training Facilitation: Ability to effectively deliver training in various settings and provide constructive feedback.
• Analytical Skills: Proficiency in troubleshooting, analyzing information, and drawing insightful conclusions.
• Communication: Excellence in both written and oral communication, ensuring clarity and effectiveness.