Training Facilitator

GD Information Technology•Troy, MI

4d•$85,093 - $103,500•Hybrid

About The Position

General Dynamics Information Technology has an immediate opportunity for a Training Facilitator to support our Customer’s program-specific training programs focusing on a multi-channel care center and help desk. The training facilitator will deliver course content using instructor-led (on-premises/classroom), web-based, eLearning and virtual facilitation formats. Instructional content will be specific to the client’s established procedures, tools, security, and mission. Course topics will include, but not limited to orientation and initial system access checks, product-specific releases, product enhancements, advanced call type training, customer service skills, quality, and refresher training. This position include the following duties and responsibilities included (but not limited to): This program only accepts US citizens and/or Green Card Holders. The security clearance for this program requires the selected candidate to have resided in the US for the past five years. The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days. We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done. GDIT 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. The likely salary range for this position is $85,093 - $103,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Requirements

Minimum of thirteen (13) years’ professional experience
3-5 years of professional classroom facilitation experience in training capacity required
Contact/Call Center training experience is preferred
Experience with providing effective coaching and feedback
Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired
Experience with facilitation in a contact center/help desk environment
Experience with Captivate, Camtasia and / or Creative Cloud
Experience with Salesforce.com/CRM platform
Professional demeanor and attitude
Must be available to travel if required
Possession of a 4-year degree preferred or equivalent experience

Nice To Haves

Training Certification is plus

Responsibilities

Prepares for training delivery by reviewing required materials and participates in Train-the-Trainer sessions
Delivers training in needed time zone / shift / format
Evaluates learners progress in real-time on job-related customer service behaviors
Manages training activities to ensure course objectives are met
Supports learners through the training and nesting period, including assisting customer care personnel with escalated calls
Stays abreast of content design and instructional design principles: learning theory, motivation theory, and new materials, methods, and techniques – and uses this knowledge to develop innovative care center learning solutions
Work with subject matter experts and Call Center Leadership team to develop and implement training for call center agents, according to defined methodology, policy and procedures
Serves as a subject matter expert in the development and maintenance of training courses and materials in coordination with Instructional Systems Designers

Benefits

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match.
To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.
We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

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