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Training Specialist

4 months ago

Melbourne, United States Percepta Full time
Job DescriptionJob DescriptionRequisition Title: Training Specialist  (03W2J)
US-FL-MelbourneDescription 

At Percepta, we bring first-class service across each market we support. As a Training Specialist in Melbourne Florida and Tempe Arizona, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing 
The Training Specialist facilitates training in several areas, including but not limited to new hire onboarding, up-training, and refresher training. Using adult learning principles, the Training Specialist ensures the learners are engaged and participating in training to ensure maximum learning opportunities. As needed, the Training Specialist may partner with leadership to ensure Percepta’s policies and procedures while in training are followed. When not in training, the Training Specialist will participate in taking calls, quality calibration sessions, and completes special projects as assigned.

During a Typical Day, You’ll

Training Delivery

·       Participate in “Train the Trainer” sessions conducted by the ISD and demonstrate proficiency in training before being considered certified to facilitate content.

·       Ensure all equipment and systems are in place prior to start of class, i.e., headphones, telephones, computers, and software functionality.

·       Partner with Human Resources, Quality, and Operations to schedule New Employee Orientation, and departmental presentations as needed.

·       Facilitate classes based on the objectives and agendas provided to maximize learner engagement and retention.

·       Using the adult learning principles, adapt instructional style based on learner needs.

·       Ability to analyze group dynamics and interpret non-verbal messages to determine if/when learners are struggling to understand content. Ability to adapt delivery to reengage learners that are struggling.

·       Manage the set-up and breakdown of the training classroom to ensure facility is ready for training start dates and times.

Training Management

·       Maintain Agent Dashboard reporting for in class components including but not limited to attendance tracker, knowledge checks, simulated learning, and training performance metrics.

·       Review and approve weekly timekeeping of learners through onboarding and first week of Abay.

·       Identify individual learner performance gaps and provide personal coaching sessions to help learners meet performance expectations.

·       Escalate performance issues and trends to Training Supervisor when identified and partner with Human Resources to provide details when performance management is needed.

·       Identify to management when participants are not meeting performance expectations.

·       Facilitate transition from Training to Production by supporting first week of Abay for all lines of business.

·       Take 2-5 hours of live calls per month and receive quality feedback to demonstrate proficiency in training topics.

·       Attend 1 client calibration session per month.

·       Responsible for manager assigned communications and responses within Enboarder, including but not limited to sending welcome message/video to new employees, reviewing/acting upon questionnaire and survey information received from employees during various points of the training period.

What You Bring to the Role 

·       High school diploma or GED

·       1 – 3 three years of training experience preferred

What You Can Expect 

·       Pay rate of $23.71 per hour + 5% AIP 

·       Health/Dental/Vision/Life Insurance

·       Flexible Spending Account (FSA) and Health Savings Account (HSA)

·       401(k) with company match

·       Vacation/Sick Time and Paid Holidays

·       Tuition Reimbursement

·       Employee Assistance Program

·       Employee Discount Program

·       Training and Development Programs (Percepta College)

·       Employee Rewards Program (Perci Perks)

A Bit More About Your Role 

·       This is a Full-Time, Non-Exempt role + (5% AIP) Annual Incentive Plan

·       This role requires you to be on-site and must be willing to travel 75% of the time going to Tempe Arizona (40 E Rio Salado Pkway, Tempe AZ 85281 10th Floor) and Onsite/Hybrid in Melbourne Florida (1326 S Babcock Street Melbourne Florida 32901

About Percepta 
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:  

Culture of Service – to be treated like you are the customer from day one 

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.

#LI-Hybrid #Onsite