Learning Specialist - AT&T ISM
SUMMARY OF RESPONSIBILITIES
Develop / implement training programs for contact person personnel
Support the Operations team by providing development refresher and up-trainings
Handle new hire and cross training classes
Provide direction in finding creative solutions for the training & development of people through a variety of learning methods including mentoring & coaching
Design learning strategies to fill needs as identified through analysis & in partnership with Quality Team
Develop evaluation and validation instruments to collect and interpret date, assessing organization needs and training program effectiveness
BASIC POSITION QUALIFICATIONS
Excellent written and verbal communication skills
Strong technical and troubleshooting skills and flexible to changes
Strong facilitation, problem solving, research and decision-making skills
Strong organizational and time management skills with the ability to plan and prioritize
Ability to demonstrate the interpersonal skills necessary for client and site contact
Excellent product knowledge
Technical and Supervisory background Coaching Capacity
Experience coaching and mentoring others in a complex, fast-paced contact center environment
Solid understanding of training processes and practices for adults
Proven ability to create structured training material
Customer and Goal oriented
Must have no issues with attendance and have a positive work attitude
WORK EXPERIENCE
At least 1 year of experience as a CSR / TSR
A least 6 months of Track Trainee (LS) experience.
BS or AB degree
KNOWLEDGE / SKILLS / ABILITIES
Excellent in written and oral communication skills
Effective listening and comprehension skills
Ability to recognize and resolve problems
Ability to assimilate a variety of information and make logical / consistent decisions
Ability to prioritize tasks in order of importance and manage time effectively to ensure deadlines are met
TRAINING
Basic Training for Trainers *
Learning Specialist. AT&T ISMSUMMARY OF RESPONSIBILITIESDevelop implement training programs for contact person personnelSupport the Operations team by providing development refresher and up...
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