Member Advocate Training Specialist

2 weeks ago

Reno, Nevada, United States Affinity Development Group Full time

Job Type:

Full-time

Position Overview:

The Member Advocate Training Specialist will collaborate closely with the Member Advocate Supervisor to design, develop, and implement training programs for our Member Advocate Center. This position is essential for ensuring that training initiatives are effective and engaging, thereby optimizing company resources and enhancing employee performance.

Key Responsibilities:

  • Partner with the Supervisor to create a comprehensive training curriculum that aligns with departmental and organizational objectives, ensuring consistency and clarity across all training materials.
  • Facilitate and lead training sessions for staff that support the Member Advocate Service Center through various delivery methods, including in-person workshops, webinars, and individualized coaching.
  • Conduct training on diverse subjects such as new client initiatives, proprietary software, telephony systems, and periodic refresher courses.
  • Regularly revise and enhance training content to maintain employee engagement and motivation.
  • May serve as a team lead, providing mentorship and coaching to agents to achieve departmental goals and objectives. Evaluate and report on training effectiveness during onboarding and for ongoing career development.
  • Participate in departmental meetings and training sessions to stay informed and contribute to team objectives.
  • Collaborate with other departments to ensure alignment and support for promotional activities.
  • Perform additional administrative tasks and assignments as directed by management.
  • Monitor calls and provide constructive feedback to employees to foster improvement.
  • Test and troubleshoot systems for errors, including websites, software applications, and communication tools.
  • Maintain a strong understanding of current business goals and objectives.
  • Engage in continuous communication with management and other departments to coordinate training schedules.
  • 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 trends and areas for improvement.
  • Utilize various presentation techniques, including discussions, role-playing, team activities, and visual aids, to deliver training content effectively.
  • Demonstrate strong public speaking skills and the ability to create and interpret training materials while assessing employee comprehension.
  • Provide feedback and insights to Supervisors and Managers to enhance operational efficiency.
  • Perform other duties as assigned.
Qualifications:
  • High school diploma required; a minimum of 2 years of experience in a contact center environment.
  • At least 6 months of training experience is required.
  • Strong communication skills suitable for diverse audiences.
  • Ability to articulate and support a clear vision and direction.
  • Foster a positive team atmosphere and enhance employee morale.
  • Exceptional customer service abilities.
  • Capability to adapt, prioritize, and remain organized 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 Word, Excel, PowerPoint, and Outlook.
  • Consistent reliability and good attendance are essential.
  • Bilingual skills are a plus but not mandatory.
  • Strong critical thinking and decision-making capabilities.
  • Excellent written and verbal communication, presentation, and public speaking skills.
  • Encouraging and supportive towards team members; capable of mentoring and leading.
  • Proactive and committed to efficiency.
  • Organized with the ability to create multiple timelines and schedules.
  • Willingness to travel occasionally if required.
Compensation:

$20-25/hour

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