The Training Specialist designs, develops and delivers training courses and job aids to meet the business objectives and provide learning solutions for the Homedepot.com Contact Center. This position will create instructional materials and assessments applying adult learning principles and strategies. The Training Specialist will prepare and deliver training classes in the areas of contact center operations, product knowledge and customer service. In partnership with the leadership team, the position will also serve as a performance consult and subject matter expert.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
50% Delivery of training and development programs for contact center associates
20% Translates business requirements into learning requirements. Creates instructor guids, participant guides, job aids and assessments.
15% Conduct and review training needs analysis to identify training needs and opportunties to drive improvements
15% Evaluate and monitor training effectiveness through observations, post training assessments and quantitative analysis
NATURE AND SCOPE
Position reports to the Manager, Training and Development
Responsible for helping others and providing on-the-job training or guidance
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel 5% to 20% of the time.
Additional Environmental Job Requirements:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 3 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Bachelors degree in Instructional Design, Human Resources or related field
3 + years experience in the Learning field specifically in facilitation or instructional design
Previous experience in retail, call center or a customer focused environment
Learning certifications (i.e. CPLP, FranklinCovey)
Knowledge, Skills, Abilities and Competencies:Understanding of adult learning principles and strategies
Strong facilitation skills in a group setting
Excellent written and oral communication skills
Strong organizational skills
Ability to quickly build relationships and establish rapport
Demonstrated ability to work in fast paced environment managing and prioritizing mulitple responsibilities and deliverables while meeting deadlines
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.