Training Specialist

Astound Broadband • San Marcos, TX

1d • $45,000 - $73,500 • Hybrid

About The Position

Provides remote and onsite direct training of new hires and proficiency training for existing Call Center personnel utilizing various training tools such as verbal instruction, role-play and online modules. Provides training for a universal model program consisting of Sales, Billing, Retention and Technical support for voice, video, data and mobile. Provide leadership training and direction to supervisory staff as needed. Utilize development applications to create dynamic online training modules and learning exercises. Develop and modify all training documentation as required. Assist in monitoring new individual’s performance vs. expectations. Review curriculum gaps to improve learner performance. Makes initial evaluation of job performance and works with supervisors to determine best practices. Provide supervision of employees during training by tracking attendance, addressing appropriate behavior, and documenting performance and development needs. Administers learning schedules, calendar and maintains participant records. Participate in the evaluation of test equipment and tools. Proactively organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials. Sharing new training ideas with leadership. Gauge the effectiveness of training materials through survey, performance review, focus groups or feedback sessions. Work closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction. Other duties as assigned by management.

Requirements

• High School diploma, or equivalent experience
• 3 – 4 years training experience preferred.
• Basic working knowledge of computers and software specifically Microsoft Office Products such as Word, Excel, PowerPoint.
• Excellent verbal, written and oral communications skills
• Organizational skills are a must.
• Must be able to handle multiple projects with varying degrees of complexity and urgency.
• Excellent presentation skills.
• The ability to travel depending on needs of the business, time of year and specific training needs. Duration and locations may vary.

Nice To Haves

• Bachelor’s Degree Preferred.
• Accredited training certifications are a plus.
• Instructional design experience is a plus.
• Prior experience with Telecommunications Software ICOMS preferred.

Responsibilities

• Provides remote and onsite direct training of new hires and proficiency training for existing Call Center personnel utilizing various training tools such as verbal instruction, role-play and online modules.
• Provides training for a universal model program consisting of Sales, Billing, Retention and Technical support for voice, video, data and mobile.
• Provide leadership training and direction to supervisory staff as needed.
• Utilize development applications to create dynamic online training modules and learning exercises.
• Develop and modify all training documentation as required.
• Assist in monitoring new individual’s performance vs. expectations.
• Review curriculum gaps to improve learner performance.
• Makes initial evaluation of job performance and works with supervisors to determine best practices.
• Provide supervision of employees during training by tracking attendance, addressing appropriate behavior, and documenting performance and development needs.
• Administers learning schedules, calendar and maintains participant records.
• Participate in the evaluation of test equipment and tools.
• Proactively organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
• Sharing new training ideas with leadership.
• Gauge the effectiveness of training materials through survey, performance review, focus groups or feedback sessions.
• Work closely with CC Leadership team to assess the impact of training courses on staff performance and customer satisfaction.
• Other duties as assigned by management.

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED