Trainer III

Job Title: Trainer 3

Pay Rate: $ 54 per hour on W2

Duration: 12 months

Location: Ridgefield Park, NJ

Training Manager Customer Service

Experience: 6 years of Instructional Design and Training experience supporting Customer Service or Sales

Education: BA degree in Journalism, English, Marketing or other relevant field

Schedule: Mon-Thurs on-site, Fri Remote as business allows.

If you have ambitions to be a part of a best-in-class organization and work with the very best talent in the industry on the most innovative products in the world, Client's eCommerce Customer Service Team is the place to be. The main function of the Trainer Manager is to conduct training and development programs for Client's eCommerce Customer Service and ePromoter employees. This person collects information, researches, and creates training materials and programs across vendor and internal partners.

Responsibilities:

• Develop and update training procedures, manuals, guides, and course materials, such as handouts and visual materials
• Monitor, evaluate, and record training activities and program effectiveness
• Assess training needs through surveys, round tables with new hires and veteran associates, and consultations with managers
• Meet with department leads, product managers, program managers, category managers, and other stakeholders to determine training needs and develop solutions
• Create training using a variety of instructional techniques and formats, such as self-directed or instructor lead training, role-plays, simulations, team exercises, group discussions, videos, gamification, and interactive lectures
• Facilitate training with training managers (train the trainer (TTT), internal teams and external teams
• Partner with Content Manager to update the internal knowledge base (KB) based on new products and services
• Manage internal project and learning management tools (e.g., create JIRA tickets, oversee user permissions in training portal, etc.)
• Track training requests from stakeholders
• Maintain a training calendar with training specifics
• Identify low-performing customer service areas using data analytics (Tableau, Zendesk Contacts, Customer Satisfaction), to develop instructional materials and remediation plans

Skills and Experience:

• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
• Meticulous grammar and an eye for catching and fixing mistakes
• The ability to simplify complex concepts into easy-to-read, concise content
• A unique skill or passion that you can bring to the team (e.g., videography, graphic design, gamification etc.)
• Eagerness to learn and ability to shift priorities at a moment's notice
• Ability to work independently and manage vendor-training groups to deploy training effectively
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership techniques
• Knowledge of media production, communication, and dissemination techniques and methods
• Previous experience with applications such as Microsoft Word and PowerPoint, Cornerstone, Adobe Captivate, and MyAbsorb

Summary:

• The main function of a trainer is to conduct training and development programs for employees. This person is responsible for collecting information, conducting research, and creating training materials and programs.

Job Responsibilities:

• Monitor, evaluate and record training activities and program effectiveness.
• Offer specific training programs to help workers maintain or improve job skills.
• Assess training needs through surveys, interviews with employees, focus groups or consultation with managers.
• Develop alternative training methods if expected improvements are not seen.
• Develop training procedure, manuals, guides and course materials such as handouts and visual materials.
• Meet with department leads and management to determine training needs.
• Present information using a variety of instructional techniques and formats, such as role playing, simulations, team exercises, group discussions, videos and lectures.

Skills:

• Verbal and written communication skills, attention to detail, customer service and interpersonal skills.
• Ability to work independently and manage one's time.
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.