Training Coordinator

We are DR Power, a Generac Company, professional power equipment done right.

Established in 1985, we are a leader in the design and manufacture of professional-grade gas and battery-powered outdoor power equipment. We are dedicated to the enduring quality and uncompromising performance of everything we build. We stand behind every DR® product and are here to help every customer regardless of when or where they made their initial purchase.

The Training Coordinator is responsible for developing training courses and programs for a designated business area and their employees. The responsibilities include determining training needs, creating content, identifying delivery methods, and developing assessments for key requirements. The Training Coordinator collaborates across designated business areas to determine needs and drive continuous learning and improvement for all skill sets to achieve business objectives.

Minimum Job Requirement:

• Bachelor's degree in Business, Education, Human Relations or a related field
• 3 years of related business experience, preferable in a contact center environment
• Ability to work with word processing, spreadsheet, presentation, ERP, and reporting systems.
• Ability to learn/use software

Major Responsibilities:

• Creating training and development plans, training curriculum, and delivering training sessions for employees.
• • Consolidating data from training, quality assurance/quality calibration sessions, new hire nesting, customer service post-call surveys, and analytics data to provide recommendations for strategic changes.
• Developing frontline employees by enhancing their skills, productivity, and quality.
• Providing improvement of employee performance/customer experience through current and future training programs, job/skills gap analysis, career path support, and information related to data/metrics/performance.
• Deploying a wide variety of training methods, which includes video, social media, e-learning, classroom, and other progressive options to provide an exceptional customer experience through the contact center.
• Participating in enterprise-wide projects would help to support the progressive improvements of people, processes, and technology within the contact center environment.
• Managing contact center resources and creating, organizing, and updating these resources as necessary to ensure seamless operations.
• Conducting effective reviews of classroom training via student surveys and other measures of interaction performance.
• Providing opportunities for ongoing development of Contact Center employees.
• Performing SAP/CRM Superuser functions.
• The Training Coordinator is also responsible for other Training and Development activities as deemed appropriate and necessary within the Contact Center.

Physical Demands : While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”