• Create and maintain training strategies, initiatives, and materials (manuals, tools, templates, process guides, etc.)
• Schedule and coordinate on-site and virtual training sessions
• Identify and communicate new hire performance concerns, such as attendance, technical competence, information retention, etc.
• Conduct learning assessments and employee surveys to measure information retention, performance improvements, training effectiveness, etc.
• Consult with other trainers, leadership, support staff, and client representatives on training initiatives, schedules, process/application changes, etc.
• Analyze assessments and agent performance to identify areas of opportunity for continuing education efforts
• Maintain and routinely update a database of all training materials
• Calibrate with leadership on call and ticket quality expectations
• Support the implementation and ongoing maintenance of all company initiatives, policies, and programs, including but not limited to quality, information security, employee relations, compensation, and performance management
• Research and implement effective training activities and methodologies
• Submit and track employee access/equipment requests
• Other related duties as assigned

MINIMUM REQUIREMENTS

• Associate’s degree or equivalent experience in education or information technology
• 2 years of training or management experience
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software with an emphasis on creation, design & maintenance of training material and spreadsheets
• Experience with technologies and best practices for instructional manuals and teaching platforms
• Strong project management skills with the ability to supervise multiple projects
• Good interpersonal skills and communication with all levels of management
• Strict adherence to company/client policies
• Able to multitask, prioritize, and manage time efficiently
• Excellent leadership, team building, and management skills
• Encouraging to team and staff; able to mentor and lead
• Excellent verbal and written communication skills
• Able to analyze problems and strategize for better solutions
• Able to work independently and proficiently without direct supervision

PREFERENCES

• Previous call center / service desk experience
• Certification(s) from talent and training associations
• CompTIA A or other technical certifications
• Knowledge of ACD technology and IT Service Management (ITSM) tools/practices
• Knowledge of ITIL framework

Job Types: Full-time, Contract

Salary: $19.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Schedule:

• Day shift
• Evening shift
• Morning shift

Ability to Commute:

• Augusta, GA (Required)

Ability to Relocate:

• Augusta, GA: Relocate before starting work (Required)

Work Location: In person