Intrado is looking for an Operations Trainer to join its team. This position will work with managers and stakeholders to assess training needs and provide solutions to increase employee capability to drive business success, customer satisfaction and employee development.
Essential Duties: •Analyze client needs and performance expectations, observe client training sessions, review client specific software, and gather all client training materials •Alongside management and stakeholders, conduct regular monitoring of agents, review quality data and CSAT results for opportunities to drive business and / or customer experience •Lead in the analysis, design, and development or updating of web-based or multimedia training programs ensuring adherence to departmental policies and procedures. •Provide recommendations for, and assist in, updating training materials as necessary in a timely and accurate manner, proofreading, and distributing the materials according to departmental procedures •Respond to problems escalated to employee's level, meeting or exceeding SLA's •Establish and maintain a professional relationship with customers, stakeholders and peers.
Minimum Qualifications Applicants for this job will be expected to meet the following minimum qualifications.
Education Bachelor's degree required from an accredited college or university with major course work in education, communication, learning/development, organizational development, or a related field is required. Equivalent work experience in a similar position may be substituted for educational requirements.
Experience •Minimum of two years of training or education experience required preferably in technology-based industry •Minimum two years technical teaching or training experience in a corporate environment preferred Other •Intermediate knowledge in MS Word, Excel, and PowerPoint required •Basic knowledge of e-learning development or web development required •Basic knowledge of adult learning concepts, training development techniques, and best practices required •Knowledge of LMS, virtual training platforms, and publishing software (Adobe Presenter, Captivate) preferred •Fluency in Spanish (Bilingual Trainers Only)
Intrado is connecting people and ideas. We are delivering on their potential. We are improving the way we work and live.
At Intrado, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - based on the four pillars of trust, innovation, collaboration, and execution and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.
We Connect. We Deliver. We are Intrado.
Equal Opportunity Employer/Veterans/Disabled
The position will be posted at least a minimum of 7 days and then until it is filled
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