Lead Training Specialist

3 weeks ago

Albany, United States ConnectiCare Full time

Summary:

- Conceptualize, research, develop, implement, maintain, and enhance Contact Center related training programs/materials.
- Facilitate training classes to support the Contact Center: provide technical, administrative, and other support as needed.

Responsibilities:

- Oversee and supervise training staff to ensure each member of the team is fully capable of delivering high quality, effective training curriculum.
- Evaluate, coach and mentor staff; recommend training to increase skills.
- Facilitate train-the-trainer sessions to help improve trainer skillsets.
- Partner and consult with vendors to support development and maintenance of content.
- Work with Contact Center management to determine training needs and opportunities and manage training calendar.
- Develop and enhance training programs that maximize effectiveness of Operations staff performance.
- Perform independent research to support the ideation, creation, and development of training programs and materials designed.
- Collaborate and work with SMEs, Training Specialists and Sr. Training Specialists to create and improve training materials to ensure accuracy and delivery reflects leading practices to support a differentiated customer experience.
- Develop/revise comprehensive training programs, using various modalities, with the collaboration of colleagues, SMEs and key stakeholders.
- Create multimedia, graphics, and interactive course solutions by integrating supporting material/media into courses (audio, video, resources, etc.).
- Design and create high-quality, engaging, and effective e-learning courses.
- Convert instructor-led training content into interactive e-learning courses with activities to enhance learning retention where applicable.
- Provide technical, administrative, project management, logístical and other support as needed to maximize the effectiveness of processes, programs, approaches, and materials.
- Support project management training tasks related to new implementations, process changes, and new business to meet organizational needs.
- Produce and deliver ad-hoc reports, presentations, analysis, etc. to support organizational goals.
- Monitor and review the success of end user training by using quality results, assessment results, survey results, and observations or through discussions with organizational managers and trainers.
- Perform other job-related duties as directed or required.

**Requirements**:

- Bachelor’s degree required; master’s degree preferred
- 4 - 6+ years of relevant professional work experience required
- 3 - 5+ years of experience leading people required
- 2 - 3+ years of training design, development, and delivery experience in a virtual, classroom and large audience setting required
- Knowledge of adult learning theory; experience with inclusive training methodologies required
- Excellent time management skills required
- Excellent communication (verbal, written, presentation, interpersonal/relationship building) skills required
- Problem-solving and decision-making skills to determine the best programs to train employees and meet the needs of the organization required
- Experience developing eLearning modules using tools such as Articulate Storyline, Rise, Camtasia, or Captivate required
- Expert level command of course authoring tools, specifically Storyline 360, and course development methodologies required
- Ability to effectively manage multiple projects and tasks with competing objectives, priority levels, and deadlines; and to develop and adhere to time schedules to meet project deadlines and to sequence activities logically required
- Ability to follow instructions, procedures, and assignments accurately within a set time frame and to function under stressful situations, in a calm and rational manner required
- Very strong customer service orientation and commitment to quality, responsibility, high work standards, and initiatives required
- Strong knowledge of Microsoft Suite including Word and PowerPoint for producing training materials and presentations required
- Flexibility to accommodate travel to various locations required
- Self-motivated, innovative, and flexible required
- Experience delivering training in a call center/customer contact center environment preferred
- Strong knowledge of customer service/contact center day-to-day operations; and customer service system(s) preferred

Additional Information
- Job Type: Standard
- Schedule: Full-time
- Employee Status: Regular
- Requisition ID: 1000001820
- Hiring Range: $63,000-$110,000

  • Lead Training Specialist

    4 weeks ago

    Albany, United States EmblemHealth Full time

    Summary: - Conceptualize, research, develop, implement, maintain, and enhance Contact Center related training programs/materials. - Facilitate training classes to support the Contact Center: provide technical, administrative, and other support as needed. Responsibilities: - Oversee and supervise training staff to ensure each member of the team is fully...

  • Lead Training Specialist

    3 weeks ago

    Albany, United States EmblemHealth Full time

    Summary: - Conceptualize, research, develop, implement, maintain, and enhance Contact Center related training programs/materials. - Facilitate training classes to support the Contact Center: provide technical, administrative, and other support as needed. Responsibilities: - Oversee and supervise training staff to ensure each member of the team is fully...

  • Training Specialist

    4 weeks ago

    Albany, United States St Catherine s Center for Children Full time

    Job DescriptionJob DescriptionAbout Our Organization: St. Catherine’s Center for Children is a leading non-profit organization in New York’s Greater Capital District. Our comprehensive range of human services reach more than 1,000 children, 600 families, and hundreds of adults across Upstate New York each year. Our multi-faceted programs are designed to...

  • Training Specialist

    1 month ago

    Albany, United States Youth Research Inc Full time

    Job Type Full-time Description Training Specialist - Child Protective Services or Child Welfare Casework- multiple positionsRensselaer, NYOrganizational Overview Youth Research, Inc (YRI) assists the New York State Office of Children and Family Services (OCFS) and its' state and local partners in developing, administering, and delivering training and...

  • Training Specialist

    2 weeks ago

    Albany, United States Youth Research Inc Full time

    Job Type Full-time Description Training Specialist - Child Protective Services or Child Welfare Casework- multiple positionsRensselaer, NYOrganizational Overview Youth Research, Inc (YRI) assists the New York State Office of Children and Family Services (OCFS) and its' state and local partners in developing, administering, and delivering training and...

  • Training Specialist

    2 weeks ago

    Albany, United States Dormitory Authority State of New York Full time

    **Position Title: Training Specialist** **Department: Project Administration** **Location: Albany, NY or NYC Office** **Grade/Classification: 3 (D1) - Para & Entry Level Professional II** **Salary Range: $59,343 - $76,217 - Albany, NY** **$64,397 - $81,271 - NYC Office (salary range reflects location differential-$ 5,054)** **Bargaining Unit:...

  • Training & Curriculum Specialist

    2 months ago

    Albany, United States First New York Federal Credit Union Full time

    Job DescriptionJob DescriptionDescription:The Training and Curriculum Specialist will develop and provide training for both front and back office team members. They will focus primarily on new Teller and Branch/Contact Center service rep training. They will be responsible to assist in writing and maintaining procedures and manuals. In addition, they will...

  • Training Specialist 1

    2 weeks ago

    Albany, United States Mental Health, Office of Full time

    **Minimum Qualifications** Non-Competitive Minimum Qualifications Under the NY HELPS Program: This position includes an opportunity to serve in a traineeship and applicants will be appointed to appropriate level based on their experience, certification, and education. Training Specialist Trainee 1 (Mental Hygiene): A bachelor's or higher degree. Training...

  • Training Specialist 1

    4 weeks ago

    Albany, United States New York State Housing Finance Agency Full time

    Job DescriptionJob DescriptionNew York State Homes and Community Renewal (HCR) is the State’s affordable housing agency, with a mission to build, preserve, and protect affordable housing and increase homeownership throughout New York State.Under the leadership of Governor Kathy Hochul and Commissioner RuthAnne Visnauskas, HCR is a vibrant, innovative...

  • Training Specialist 1

    3 weeks ago

    Albany, United States New York State Housing Finance Agency Full time

    Job DescriptionJob DescriptionNew York State Homes and Community Renewal (HCR) is the State’s affordable housing agency, with a mission to build, preserve, and protect affordable housing and increase homeownership throughout New York State.Under the leadership of Governor Kathy Hochul and Commissioner RuthAnne Visnauskas, HCR is a vibrant, innovative...

  • Lead Generation Specialist

    2 weeks ago

    Albany, United States Shore Marketing Group Full time

    Job DescriptionJob DescriptionAt Shore Marketing, our company is growing at a tremendous pace and we are looking for new individuals to join us in our expansion. We are looking to bring on a new Entry Level Lead Generation Specialist that is highly motivated and outgoing.  Shore Marketing partners with some of the leading telecommunications industries in...

  • Lead Generation Specialist

    4 weeks ago

    Albany, United States Shore Marketing Group Full time

    Job DescriptionJob DescriptionAt Shore Marketing, our company is growing at a tremendous pace and we are looking for new individuals to join us in our expansion. We are looking to bring on a new Entry Level Lead Generation Specialist that is highly motivated and outgoing.  Shore Marketing partners with some of the leading telecommunications industries in...

  • Lead Generation Specialist

    1 week ago

    Albany, United States Shore Marketing Group Full time

    Job DescriptionJob DescriptionAt Shore Marketing, our company is growing at a tremendous pace and we are looking for new individuals to join us in our expansion. We are looking to bring on a new Entry Level Lead Generation Specialist that is highly motivated and outgoing.  Shore Marketing partners with some of the leading telecommunications industries in...

  • Lead Generation Specialist

    1 week ago

    Albany, United States Shore Marketing Group Full time

    Job DescriptionJob DescriptionAt Shore Marketing, our company is growing at a tremendous pace and we are looking for new individuals to join us in our expansion. We are looking to bring on a new Entry Level Lead Generation Specialist that is highly motivated and outgoing.  Shore Marketing partners with some of the leading telecommunications industries in...

  • Training and Development Specialist

    1 month ago

    Albany, United States Catholic Charities of the Diocese of Albany Full time

    Job DescriptionJob DescriptionCommunity Maternity Services, an agency of Catholic Charities of the Diocese of Albany, has opening for a full time Training and Development Specialist, working with employees across all programs of the agency. CMS provides both residential services in the Albany area, and community based programs in Albany and six counties of...

  • Training and Development Specialist

    4 weeks ago

    Albany, United States Catholic Charities of the Diocese of Albany Full time

    Job DescriptionJob DescriptionCommunity Maternity Services, an agency of Catholic Charities of the Diocese of Albany, has opening for a full time Training and Development Specialist, working with employees across all programs of the agency. CMS provides both residential services in the Albany area, and community based programs in Albany and six counties of...

  • Training and Development Specialist

    3 weeks ago

    Albany, United States Catholic Charities of the Diocese of Albany Full time

    Job DescriptionJob DescriptionCommunity Maternity Services, an agency of Catholic Charities of the Diocese of Albany, has opening for a full time Training and Development Specialist, working with employees across all programs of the agency. CMS provides both residential services in the Albany area, and community based programs in Albany and six counties of...

  • Training Specialist 1/trainee1/trainee 2

    4 weeks ago

    Albany, United States Homeland Security and Emergency Services, Division of Full time

    **Minimum Qualifications** This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).** This title includes a traineeship opportunity and applicants will be appointed to the appropriate level** based on their experience and education. **Training Specialist level requirements: - Training Specialist Trainee 1...

  • Training Specialist 1/trainee1/trainee 2

    1 day ago

    Albany, United States Homeland Security and Emergency Services, Division of Full time

    **Minimum Qualifications** This title is part of the New York Hiring for Emergency Limited Placement Statewide Program (NY HELPS).** This title includes a traineeship opportunity and applicants will be appointed to the appropriate level** based on their experience and education. **Training Specialist level requirements: - Training Specialist Trainee 1...

  • Training Specialist-Integration of Technology

    3 weeks ago

    Albany, United States Capital Region BOCES Full time

    Location: Northeastern Regional Information Center - Franklin-Essex-Hamilton Regions/North Country Basic Function: The work involves responsibility of working on a regional and/or individual district level to promote and support all aspect of the use of technologies to support student achievement in the preK-12 educational setting. Responsibilities: 1....