Training Specialist for Member Advocacy

2 weeks ago

Reno, Nevada, United States Affinity Development Group Full time

Job Type:
Full-time

Position Overview:
The Member Support Training Coordinator will collaborate closely with the Member Advocate Supervisor to design, develop, and implement training programs for our Member Advocate Center. This position is pivotal in ensuring that training initiatives are continually updated and aligned with organizational goals, thereby enhancing the overall effectiveness of our workforce.

Key Responsibilities:

  • Partner with the Supervisor to create a comprehensive training curriculum that meets departmental and organizational objectives, ensuring consistency and effective communication.
  • Facilitate training sessions for staff members using various methods, including in-person workshops, webinars, and individualized coaching.
  • Deliver educational content on diverse subjects such as new client initiatives, proprietary software, phone dialer operations, and refresher training.
  • Regularly revise training materials to keep the content engaging and relevant for all employees.
  • Act as a mentor and coach for a team of agents, ensuring that departmental targets are achieved while providing constructive feedback on performance.
  • Participate in departmental meetings and training sessions to enhance team collaboration.
  • Coordinate with other departments to ensure that training aligns with promotional activities and company-wide initiatives.
  • Perform additional administrative tasks as assigned by management.
  • Monitor employee calls and provide actionable feedback to enhance service quality.
  • Test systems for any operational issues, including software and communication tools.
  • Maintain an up-to-date understanding of current business objectives and training needs.
  • Communicate consistently with management and other departments to schedule and coordinate training sessions.
  • Keep an organized training calendar in collaboration with the Training Supervisor.
  • Systematize all training materials for easy access by staff.
  • Work closely with Quality Assurance monitors to identify training trends and areas for improvement.
  • Utilize various presentation techniques, including discussions, role-playing, and visual aids, to enhance learning experiences.
  • Demonstrate strong public speaking skills and the ability to create effective training materials.
  • Provide management with insights and feedback to improve operational efficiency.
  • Perform other duties as assigned.
Qualifications:
  • High school diploma required; minimum of 2 years' experience in a contact center environment.
  • At least 6 months of experience in a training role is essential.
  • Strong communication skills tailored to diverse audiences.
  • Ability to articulate a clear vision and direction.
  • Foster a positive team culture and enhance employee morale.
  • Exceptional customer service skills.
  • Capable of adapting and prioritizing tasks in a dynamic, fast-paced environment.
  • Proficient typing and data entry skills.
  • Ability to make informed decisions based on company policies and standards.
  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
  • Consistent reliability and good attendance are required.
  • Bilingual skills are a plus but not mandatory.
  • Strong critical thinking and decision-making abilities.
  • Excellent written and verbal communication, presentation, and public speaking skills.
  • Encouraging team member with mentoring capabilities.
  • Proactive in seeking efficiencies and improvements.
  • Organized with the ability to manage multiple timelines and schedules.
  • Willingness to travel as needed.
Compensation:
$20-25/hour

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