Training and Development Lead

2 weeks ago

Syracuse, New York, United States National Safety Council Full time
Job Summary

We are seeking a highly skilled Training Lead to join our team at the National Safety Council. As a key member of our organization, you will be responsible for providing quality customer service and training to our team members.

Key Responsibilities
  • Provide exceptional customer service to various stakeholders, including students, instructors, and other team members.
  • Accurately enter customer information into business systems and complete routine transactions.
  • Design and create training plans, process documents, user guides, skill assessment tests, job aids, contact flows, and other resources to support team performance and consistency.
  • Conduct deskside coaching, mentoring, and team continuing education sessions based on quality assurance evaluation and team feedback.
  • Assist with quality assurance review and feedback preparation, addressing issues and areas of improvement through training and reference material and job aid creation.
  • Proactively communicate repetitive or widespread customer concerns to management for resolution; recommend process changes.
  • Distribute and ensure the processing of returned mail-in business systems.
  • Provide Level 2 customer support via escalated phone calls, chat, and email.
Requirements
  • High school diploma or equivalent.
  • At least three years of experience providing customer service in a contact center environment.
  • At least two years of experience training others, preferably in a contact center environment.
  • Intermediate experience with Microsoft Office.
  • Proven ability to train others, and experience with multiple learning styles.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Strong customer service and team orientation.
  • Data entry accuracy and integrity.
Benefits
  • At least 20 PTO days accrued 1st year and 11 paid holidays.
  • Flexible work arrangements.
  • Comprehensive medical, dental, vision, and life insurance plans.
  • Flex spending accounts for medical and dependent care.
  • 403(b) & Roth 403(b) with employer match up to 6%.
  • Reimbursable training.
  • Student loan pay-down.
  • Dress for your day.
About Us

The National Safety Council is a leading nonprofit safety advocate that focuses on eliminating the leading causes of preventable injuries and deaths. We believe that you can't be safe if you don't feel safe, and we are committed to creating a diverse, inclusive, and equitable work environment to deliver on our mission to save lives, from the workplace to anyplace.

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