Responsibilities

Personal Delivery of Learning Solutions

• Facilitate and deliver instructor-led training (ILT), live workshops, webinars, self-paced learning, Web-based training, and classroom training courses and programs (such as new employee orientation and new hire training; customer service; business process and procedures; systems, software, equipment, technology, and technical training; task-based and job-specific training; continuous education and refreshers; leadership skills, soft-skills, and professional skills, etc.).
• Support the Instructional Design and Learning & Development teams as needed with updating and creating training content, curriculum, and other learning solutions.
• Support departmental and organizational initiatives as needed.

Coordinating and running CSO training programs and initiatives

• Scheduling, coordinating, and running training classes, workshops, and other courses and programs
• Learning Management System (LMS) administration, curation, scheduling, assigning, and reporting
• Coordinating with Workforce Management (WFM) and operational leadership to schedule and deliver both live and self-paced training
• Track and report on training delivery hours, training effectiveness, and learning outcomes

   Professional Skills

• Customer Service - Proficient
• Verbal Communication - Expert
• Written Communication - Advanced
• Teamwork - Advanced
• Relationships - Advanced
• Organizational Awareness - Proficient
• Learning Agility - Proficient
• Analysis - Proficient
• Problem Solving - Proficient
• Process Orientation - Proficient
• Prioritization - Proficient

Role Specific Skills

• Strong professional public speaking skills
• Ability to conduct technical training, soft-skill training, and content-based training in both live environments and webinars with both large and small groups

Qualifications

    Minimum Qualifications

• Proficient in Microsoft Office Suite
• 2+ years of experience in in call center, contact center, or customer service environment or equivalent experience

    Other Relevant Qualifications

• Bachelor’s degree, Associate’s degree, or coursework in Communication, Business, Education, Human Resources, or related field, or equivalent experience preferred
• Knowledge and understanding of adult learning principles and training techniques preferred
• Proficiency in administering Learning Management Systems (LMS) preferred

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.