Training Lead

5 days ago

Jupiter, Florida, United States Deposita, An Allied Universal Company Full time

About the Role:

We are seeking a highly skilled Training Lead to join our team at Deposita, An Allied Universal Company. As a Training Lead, you will be responsible for training AUS customer store level personnel on specific technology and devices, as well as AUS/RCS Customer Service Center (CSC) new-hires and tenured staff.

Key Responsibilities:

  • Oversee the scheduling and completion of customer training events
  • Manage attendance, conflict resolution, and scheduling of Training Representatives
  • Update and maintain the full training program based on customer needs and feedback
  • Respond to team questions and/or customer issues related to system or device training
  • Conduct performance appraisals, discipline, and other personnel actions in regard to those under your direct supervision
  • Develop and implement a quality assurance/assessment program to measure effectiveness of training and resolve deficiencies or needed improvements
  • Participate in meetings with internal and external leadership to stay current with any changes to systems, store rollout, device updates, or changes/updates to customer needs
  • Facilitate virtual training content using provided mobile device
  • Use various applications to deliver customer training including use of tablet and Zoom
  • Answer learner questions during training, including troubleshooting
  • Manage device or process exceptions to ensure resolution of any issues preventing device or system access and user adoption
  • Effectively deliver train-the-trainer (T3) content
  • Assist in determining training headcount required to accomplish customer rollout training schedule
  • Execute and track the completion of scheduled training events
  • Make recommendations to cross-functional team leadership on training strategies to best meet the needs of our customers
  • Participate in the ramp-up of Training Representatives based on business needs, including resume screening and interviewing
  • Address deviations in performance with team members in a timely manner
  • Make recommendations to customer personnel to resolve specific problems
  • Partner with Training Director and customer leadership to schedule/conduct refresher training
  • Make assessments of overall store performance and readiness post-training
  • Ensure and participate in the cross-training for Training Representatives to make them more versatile
  • Make recommendations on team disciplinary actions based on observations
  • Make recommendations on hiring decisions
  • Make recommendations on department spend related to external vendors/training programs applications and systems
  • Make recommendations to cross-functional department leadership on enhancements to their processes or procedures
  • Make recommendations to customer leadership regarding training best practices
  • CSC Training:
    • Train and help onboard new CSC Agents by coordinating with HR and team Leads and Supervisors
    • Monitor and update training content to stay current with needs and goals of the CSC
    • Monitor, update, and create KnowledgeBase (KB) articles to ensure Agents are able to access most relevant and up-to-date content
    • Partner with CSC Leadership and Training Director on the development, maintenance, and adherence to Training Paths for CSC Agents to follow to enhance their careers
    • Monitor CSC calls to help identify skill gaps
    • Collaborate with CSC Leadership on identifying skill gaps of both new and tenured Agents
    • Determine best approach for addressing identified skill gaps, create appropriate content, and delivery method (classroom-based, instructor-led virtual, e-Learning, etc.)
    • Partner with AUS Learning Management System (LMS) administrator for posting/housing new and existing training content
    • Work with LMS reporting to monitor training compliance and spot trends in training usage
    • Follow up with CSC Leadership regarding training compliance for members of their team and take appropriate action to increase compliance

About You:

We are looking for a highly motivated and organized individual with a passion for training and development. As a Training Lead, you will have the opportunity to work with a variety of stakeholders, including customers, team members, and leadership.

Requirements:

  • Must possess a minimum of three (3) years' experience developing and delivering training content
  • Must possess a minimum of two (2) years' management or supervisory experience
  • Must possess experience in retail operations, training, cash handling, accounting, loss prevention or guest services industry
  • Must possess experience showing the ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients' business models and needs

What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

How to Apply:

If you are a motivated and organized individual with a passion for training and development, please submit your application, including your resume and cover letter, to us today.

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