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Training Coordinator

2 months ago

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Overview

Deposita™, an Allied Universal® Company, excels in cash management through innovative technology and customized solutions. We cater to clients in retail, wholesale, and banking sectors, ensuring that all security requirements are met with excellence. Join our exceptional team today We provide comprehensive benefits including medical, dental, and vision coverage, life insurance, retirement plans, employee assistance programs, company discounts, and more for most full-time positions.

Job Description

Deposita™, an Allied Universal Company, is seeking a Training Lead. This role involves educating AUS customer store personnel on specific technologies and devices, as well as training new hires and experienced staff at the AUS/RCS Customer Service Center (CSC). The primary objective is to efficiently manage the logistics of training events, whether in-person or virtual, based on engagement needs. Responsibilities include assigning Training Representatives to stores according to the rollout schedule and maintaining training materials. This will be achieved by leveraging insights gained from training sessions to provide targeted instruction for end users and collaborating with other RCS departments to understand implementation efforts. Coordination with HR is essential for scheduling onboarding training for new CSC agents, while also focusing on the development of tenured CSC agents in partnership with CSC Leadership.

Key Responsibilities:

Customer Field Training:

  • Oversee the planning and execution of customer training events.
  • Manage attendance, resolve conflicts, and schedule Training Representatives.
  • Continuously update and enhance the training program based on customer feedback.
  • Address inquiries and issues related to system or device training.
  • Utilize applications like Teams to improve communication among team members.
  • Conduct performance evaluations and manage personnel actions for direct reports.
  • Develop and implement a quality assurance program to assess training effectiveness and identify areas for improvement.
  • Engage in meetings with leadership to stay informed about system changes, store rollouts, and customer needs.
  • Facilitate virtual training sessions using provided mobile devices.
  • Employ various applications, including tablets and Zoom, to deliver customer training.
  • Provide support during training sessions, including troubleshooting.
  • Manage exceptions related to devices or processes to ensure user adoption.
  • Effectively deliver train-the-trainer (T3) content.
  • Assist in determining the training headcount needed for customer rollout schedules.
  • Track and ensure the completion of scheduled training events.
  • Advise cross-functional team leadership on training strategies to meet customer needs.
  • Participate in the onboarding of Training Representatives based on business requirements.
  • Address performance deviations with team members promptly.
  • Provide recommendations to customer personnel for resolving specific issues.
  • Collaborate with the Training Director and customer leadership to schedule refresher training based on identified needs.
  • Assess overall store performance and readiness following training.
  • Participate in cross-training for Training Representatives to enhance versatility.
  • Recommend disciplinary actions based on observations.
  • Advise on hiring decisions and departmental spending related to external training programs.
  • Suggest enhancements to processes or procedures for cross-functional departments.
  • Advise customer leadership on training best practices.

CSC Training:

  • Onboard and train new CSC Agents in collaboration with HR and team leaders.
  • Update training content to align with CSC goals and needs.
  • Create and maintain KnowledgeBase (KB) articles for agent access to relevant content.
  • Work with CSC Leadership and the Training Director to develop and adhere to Training Paths for career advancement.
  • Monitor CSC calls to identify skill gaps.
  • Collaborate with CSC Leadership to address skill gaps for both new and experienced Agents.
  • Determine the best approach for addressing identified skill gaps and create appropriate training content.
  • Partner with the AUS Learning Management System (LMS) administrator for managing training content.
  • Utilize LMS reporting to monitor training compliance and identify trends.
  • Follow up with CSC Leadership regarding training compliance and take necessary actions to improve it.

Basic Qualifications:

  • Must possess one or more of the following:
    • Associate's degree in general studies, human resources, business administration, communications, or a related field.
    • Two (2) years of experience in training and development.
  • Must be at least 18 years of age.
  • Must have a high school diploma or equivalent, or 5 years of verifiable experience.
  • Applicants will undergo a background investigation in accordance with applicable laws.
  • Applicants may be subject to a drug screening as permitted by law.
  • Must have a minimum of three (3) years of experience in developing and delivering training content.
  • Must have at least two (2) years of management or supervisory experience.
  • Experience in retail operations, training, cash handling, accounting, loss prevention, or guest services is required.
  • Demonstrated ability to exercise discretion and independent judgment using industry knowledge.
  • Work experience must reflect the following:
    • Developing comprehensive training materials (presentations, manuals, job aids, etc.).
    • Delivering training both in-person and virtually to diverse groups.
    • Coaching and providing effective feedback to team members.
    • Excellent communication skills with the ability to present technical content in a friendly and helpful manner.
    • Flexibility to communicate effectively with clients in their preferred style.
Closing

Deposita is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status, or any other characteristic protected by law.