Training Specialist WRD-Enterprise Solutions Division

Job Overview

Training and professional development of employees in various topics or skills. This includes the preparation of lesson plans and other materials to be used in conducting training, scheduling and coordinating various workshops, classes or seminars, conducting training in a variety of settings and/or facilitating a variety of meetings or seminars.

Salary

$46,654 - $81,681

Ideal Candidate

We are seeking a highly skilled Training Specialist with a strong background in adult learning and instructional design to support the development and performance of front-line employees in a fast-paced customer service contact center environment. The ideal candidate will bring a combination of facilitation expertise, technical training experience, and the ability to design engaging learning solutions that support operational excellence.

The successful candidate will have three (3) or more years of experience designing, developing, and delivering adult training programs, with exceptional presentation and facilitation skills. This role requires demonstrated experience supporting training initiatives for front-line staff in a high-volume contact center, ensuring employees are prepared to meet performance, quality, and customer service standards.

The Training Specialist will possess instructional design experience, including the development of lesson plans, facilitator guides, participant materials, job aids, and assessments for adult learners. Proven experience delivering training both virtually and in person is required, along with subject matter expertise in Oracle billing systems, Cisco ACD operations, and IVR/IWR systems. The role also requires experience supporting employee professional development across a broad range of topics, including technical systems, customer service skills, compliance requirements, and performance improvement initiatives. The ability to assess learning needs and adapt training approaches to diverse audiences is essential.

Additional qualifications include experience procuring and managing training-related services, including coordinating with vendors, consultants, or external training providers to support adult learning programs and initiatives. Candidates must demonstrate advanced written and verbal communication skills, with the ability to clearly convey complex concepts to diverse audiences and stakeholders. Strong organizational and collaboration skills are required to work effectively with leadership, subject matter experts, and operational teams. A high level of proficiency in Microsoft Office applications, including Word, OneNote, PowerPoint, Outlook, and Excel, is required for developing instructional materials, presentations, tracking tools, reports, and training documentation. Experience using an Oracle Learning Management System (LMS) or a comparable LMS is also required, including course administration, content deployment, learner tracking, and reporting to measure training effectiveness and compliance.

Core Competencies

• Customer Commitment - Proactively seeks to understand the needs of the customers and provide the highest standards of service.
• Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
• Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
• Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

Duties and Responsibilities

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on assigned area of responsibility, incumbents in the position may perform some or all of the activities described below.

• Surveys agency/department personnel and reviews policy, methods and procedures to determine training needs.
• Prepares or collects information and materials to be used in conducting and/or facilitating training, meetings or seminars, including lesson plans, training guides, participant manuals, videos, slides and other materials.
• Implements training courses, to include establishing training goals and objectives, to maximize student acquisition and retention of knowledge, skills, and abilities.
• Conducts classroom or other types of training using adult education and training principles and techniques; evaluates results and makes changes or adjustments as needed.
• Reviews, evaluates and recommends modifications to training course content to ensure the effective and up-to-date delivery of training material.
• Assists with writing lesson plans, curriculum, handouts and other training materials.
• Instructs in one or more technical or specialized fields.
• Coordinates and acts as liaison with higher learning centers, training institutes and individuals to develop training material and ensure the delivery of quality training.
• Schedules and coordinates training classes, workshops, seminars, conferences or meetings.
• Maintains records, files and a library of training courses, registrations, course attendance, materials, and other information.
  Performs other related duties as required.

Job Specifications

• Knowledge of adult education principles and techniques.
• Knowledge of classroom and on-the-job training principles.
• Knowledge of various types of equipment and materials used in conducting training.
• Ability to conduct classroom training, workshops or seminars; to use video, audio and other types of equipment to present training.
• Ability to gather information to use in developing training courses.
• Ability to communicate effectively; to use small group facilitation tools; and to establish and maintain effective working relationships with others.
• Knowledge of applicable training standards, policies and procedures.
• Knowledge of applicable subject matter current trends and developments.
• Knowledge of the operations of the unit to which assigned.
• Ability to develop training courses that achieve training objectives.
• Ability to organize and coordinate training activities with other organizations and individuals.
• Ability to communicate effectively both orally and in writing.
• Ability to maintain records and prepare reports.
• Ability to collect, organize and evaluate data and to develop logical conclusions.
  Ability to work effectively with others.

Physical Requirements

• This job is performed in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Work Category

• Light work - Exerting up to 20 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg control requires exertion of forces greater than that of sedentary work and if the worker sits most of the time, the job is considered light work.

Minimum Qualifications Required

• Graduation from high school or possession of a GED Certificate; AND
• Two years of experience in classroom instruction or curriculum development;

OR

• An equivalent combination of education, training and experience that would reasonably be expected to provide the job-related competencies noted above.

Emergency Management Responsibilities

In the event of an emergency or disaster, an employee may be required to respond promptly to duties and responsibilities as assigned by the employee's department, the County's Office of Emergency Management, or County Administration. Such assignments may be for before, during or after the emergency/disaster.

Additional Job Requirements

A department, depending on the nature of its mission and operations, may require that employees in all or certain positions in this job classification:

• Maintain the ability to pass the background checks required for the position. These background checks may include but are not limited to:

• Criminal History Background Check using Florida Department of Law Enforcement (FDLE) Criminal Justice Information Services (CJIS)

• Level 1 and Level 2 Background screening (Ch. 435 Florida Statutes)
• Child Abuse, Abandonment and Neglect Record Check using the State Automated Child Welfare Information System (SACWIS)

• Sex Offender and Sexual Predator record check using the list maintained by the Florida Department of Law Enforcement (FDLE)

• Possess the necessary job related license(s) or certification(s) that may include possession of a Florida Driver License (Class E) or an applicable Commercial Driver License (CDL)

Career Progression

Employees in this classification that acquire the competencies and minimum qualifications for the next tier will be able to apply for promotional opportunities through a competitive selection process. Employees will not automatically be upgraded to the next tier. Reclassifying a position is based on business need and financial impact and is not based solely on the job competencies or qualifications of the incumbent.