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Simpsonville, SC 29680

Posted: 09/24/2019 Industry: Analyst Job Number: 8906

Senior Trainer

**W2 Contract, Onsite Simpsonville, SC**

The main function of a trainer is to conduct training and development programs for employees. This person is responsible for collecting information, conducting research, and creating training materials and programs.

Job Responsibilities:
  • Monitor, evaluate and record training activities and program effectiveness.
  • Offer specific training programs to help workers maintain or improve job skills.
  • Assess training needs through surveys, interviews with employees, focus groups or consultation with managers.
  • Develop alternative training methods if expected improvements are not seen.
  • Develop training procedure, manuals, guides and course materials such as handouts and visual materials.
  • Meet with department leads and management to determine training needs.
  • Present information using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos and lectures.

Core Responsibilities:
  • Maintain a high level of product knowledge and expertise in all IM products.
  • Provide day-to-day support for 3rd party vendor training for Tier 1/Tier 2 level support.
  • Partner with product management and development teams, working directly with engineering to resolve core product issues.
  • Test and provide feedback on products, apps and tools.
  • Take full responsibility for training materials and content related to IM products.
  • Proactively identify process improvement opportunities based on experience and root cause analysis.
  • Provide progress reports on current projects, review performance metrics to identify training gaps.
  • Work with vendor training teams to implement and accelerate adoption of new products.
  • Observe agent interactions and provide feedback for improving customer experience.
  • Create knowledge assessments and evaluation to measure agent’ s knowledge and proficiency levels.

  • Verbal and written communication skills, attention to detail, customer service and interpersonal skills.
  • Ability to work independently and manage ones time.
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  • Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership technique.
  • Knowledge of media production, communication, and dissemination techniques and methods.
  • Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods.
  • Previous experience with computer applications, such as Microsoft Word and PowerPoint.

  • Bachelor' s degree in relevant field or equivalent experience/training required.
  • 5-7 years related experience required.

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