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Radial Training Specialist Customer Care in Pueblo, Colorado

Training Specialist Customer Care

Job Number: JO-2012-6672

Location: Colorado - Pueblo

Employee Group: Regular

Shift: Day

Travel: 0%

We are Radial, the leader in Omnichannel commerce technologies and operations. When we partner with our clients to execute their orders, payments, fulfillment, or customer care, our clients’ promises become ours Learn more:

SayYESto Radial, sayYESto teamwork, sayYESto a fun, fast-paced environment.

Radial is now hiring forTraining Specialistin Pueblo, CO.

Training Specialist will support contact center operations through execution of initial new hire training, retraining, cross-training and developmental training as well as through Enterprise-wide initiatives, projects, and areas of focus. The incumbent will work closely with operational leaders, subject matter experts, and the contact center employee base to meet and exceed vertical level KPI targets.

Job Duties & Responsibilities

+ + Deliver the training curriculum of new recruits as well as retraining programs for existing workforce.

  • Ensures the skills of each new associate are assessed in the before, during, and after training class so that the trainee has the knowledge and skills to meet or exceed performance standards.

  • Research the latest adult training techniques and continually examine the effectiveness of training, in partnership with the Learning Design Team, through observation, coaching and development of contact center associates.

  • Responsible and held accountable for new hire performance up to and including 120 days of operational performance in order to provide business partners with highest level of customer service.

  • Performance will be measured based on Enterprise-wide metrics for both existing and new hire associates.

  • Support the Learning On-Site Supervisor, Learning Design Manager, and Senior Manager of Learning in implementing all department policies and will rely heavily on both experience and judgment to accomplish goals.

  • Support a single, dedicated client in a cross-site department.

    Essential Functions

  • Conduct the delivery of training content for third party contact center staff and ensure that expectations are being met; in addition to delivering training of new hires on organizational policy, procedures, proper call handling techniques, order entry systems, and applicable software/systems related to job.

  • Conduct all cross-training and developmental/remedial training as necessary

  • Support and maintain the vertical training certification program

  • Ensure that processes & training records are kept and reported accurately

  • Capture revenue for applicable billable learning events

  • Analyze effectiveness of training by tracking trainee performance before, during and after training events up to 120 days to determine learning curve.

  • Tracking includes metrics specific to employee performance scorecard, as well as surveys based on content, delivery and performance management.

  • Work with Learning Design team to modify learning materials, approach and delivery to decrease overall learning curve based on analysis.

  • Remain up to date with client information and related policy and procedures

  • Provide end user training for client, support roles, corporate employees, and other applicable stakeholders

  • Ensure administration of tests to the trainees to ensure that appropriate learning of critical training material has taken place

  • Support real-time monitoring and quality analytics based on industry-standard practices and internal collaboration.

  • Work with peer team to implement Learning vision, strategy and goals, ensuring alignment with business objectives ·

  • Support the call center operations as required – inclusive of taking phone calls or other activities qualified to perform .

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Regular sitting at workstation or with agents for 25-50%. Standing or walking 75% to 100% of time during facilitation of training and floor support

  • Frequent standing and walking involved to move from associate to associate to assist with problems and answer questions

  • Noise level generated from other contact center personnel can be somewhat loud at times, but no damaging levels or protective equipment required

  • Temperature in the contact centers can vary greatly, usually cooler.

  • Suggested appropriate clothing for individual comfort

    What skills do you need?

    It’s important you know that this is a physically demanding job. As part of your essential job functions you will be required to:

  • Understand, demonstrate and become proficient in systems and software for all clients supported

  • Ability to utilize contact center technology, nomenclature and processes. ·

  • Translate technical platform/system related nomenclature to adult-learning principles using learning plans, activities and tasks in the classroom and on production floor

  • Exceptional presentation skills, with a strong sense of adult learning principles

  • Demonstrate "can-do" behaviors with the ability to flexibly adapt to a high-paced contact center environment

  • Advanced decision-making skills, including the ability to manage the performance of others

  • Ability to work autonomously with strong organizational skills and self-accountability

  • Strong analytical, organizational, interpersonal and communication skills are a must

  • Proficiency in Microsoft Office Suite, in addition to email and internet

  • Maintain productivity standards in a multitask environment

  • Must be able to work a flexible work schedule.

  • Ability to work independently.

  • Able to travel when needed up to 10% per year.

  • Education Bachelor’s Degree is preferred; relative field or equivalent training/work experience will be considered Experience

  • Six months experience in a contact center or related industry

  • Training/Facilitation/Presentation experience is required

  • Experience with Learning Management Systems (Saba, SumTotal, Cornerstone) a plus

  • Experience with eLearning tools (Articulate Storyline; Adobe Captivate & Flash) and web-learning tools (Adobe Connect or WebEx) is preferred Physical Activity

    What are the other benefits of working on the Radial team?

  • Health Benefits

  • 401K Matching

  • Tuition Reimbursement of up to $5,250 a year!

  • Be part of a team, get real on the job training and have advancement opportunities in the future.

    Apply now at:

Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.