Iron Bow Technologies is currently looking for a Technical Trainer and Content Development Lead to work in our Chantilly, VA facility (remote for now). The candidate will lead a high-quality training team for Iron Bow’s technically complex, multi-channel customer support team. This role will be responsible for creating, delivering, and maintaining all Member Support training to include: Orientation, New Hire Training, Cross-training, New Product Training, and Supervisor Training.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Manage training and content development to support a complex, multi-channel Member Support team
Create and manage content for agent and user self-help
Measure training effectiveness and routinely refresh and improve training content
Track training performance and determine mitigation strategy for underperforming trainees
Participate in continuing efforts to improve quality through parallel observation, real-time coaching, and structured team break-outs
Coordinate the scheduling, logistics, and course preparation for our internal training
Recommend refresher training for group and individuals as needed
Designs and delivers programs to train all levels of personnel
Formulates teaching outline and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops
Develops tests and visual aids, conducts training classes, and develops criteria for evaluating effectiveness of training activities
Collaborates with cross functional teams to identify program needs, obtain technical data and schedules programs.
Keeps abreast of training and development research: learning theory, motivation theory, and new materials, methods, and techniques.
Confers with management, employees and clients to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
QUALIFICATIONS (DESIRED SKILLS AND EXPERIENCE):
Bachelor's (or equivalent) with 8-10 years of relevant experience
Excellent, Clear, concise written, oral, and interpersonal communication skills.
Previous training experience in a Contact Center or Operations Team
Experience supporting tablet and/or 4G issues a plus
Demonstrated ability to monitor and evaluate quality and performance management
US Citizen. Ability to obtain and maintain Public Trust Security Clearance.
5+ years of experience creating, delivering, and maintaining training curriculums using instructional and learning methodologies
PROFESSIONAL ATTRIBUTES:
Results Focused
Problem Solving/Analytical and Functional Skills
Communication (Verbal and written)
Excellent Time Management
Teamwork
Enthusiasm
Flexibility
Results Focused
Organizational Skills
Coaching/Knowledge Transfer Ability
Influencing/Negotiating
Product Expertise
Iron Bow Technologies is a leading IT solution provider dedicated to successfully transforming technology investments into business capabilities for government, commercial and healthcare clients. Our depth of technical expertise, global reach and strategic partnerships with industry leaders as well as disruptive technology partners uniquely positions Iron Bow to target the right solution to ensure your successful business outcome. We partner with our clients from planning and implementation through ongoing maintenance and management to deliver solutions that are strong, flexible and on target.
Iron Bow Technologies is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
