Call Center Training Specialist I

Job Type
Full-time
Description
Who we are:
Veteran Benefits Guide (VBG) was founded by former United States Marine, Joshua Smith. Josh was employed by the Veteran Benefits Administration (VA) as a Rating Veteran Service Representative. While working in this capacity, Josh was thoroughly trained in the VA's Disability Compensation System. Recognizing the need to provide Veterans with a better option for processing their VA disability claims, Josh set out to create a means to expedite them through the VA claim process while also obtaining the benefits Veterans deserve. Years later, VBG successfully guided over 10,000 Veterans in submitting their VA disability claims, resulting in substantially increased compensation benefits for their disabilities that are related to active-duty service.
What we're looking for:
The Call Center Training Specialist I, under the close supervision and direction of the Training and Development Manager, is the entry-level position for this job family. This role is typically held by incumbents with little to no formal applied T&D experience but has demonstrated core competencies in other roles, with clear transferable essential skill sets which will allow them success in this role. This position is developmental by design and may also be staffed by recent college graduates with formal T&D-focused degrees. The focus of this role is learning and mastering skills necessary to apply adult learning methods effectively in a variety of business instructional settings. Under close guidance, and partnering with more tenured TD Specialists, this role will deliver a wide range of training and development programs for employees across the organization.
Requirements
Duties/Responsibilities:
• With direction and oversight, organizes, plans, and presents various forms of onboarding, orientation, and skills training for employees and business partners.
• Acquires/utilizes training procedure manuals, guides, and course materials.
• Presents training and development programs using various forms and formats including group discussions, lectures, simulations, virtual classrooms, in-person classrooms, and videos. May also conduct targets one-on-one training as directed.
• Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Under close supervision, will prepare and prep lesson plans and utilizes these lesson plans to deliver training.
• Attains and maintains knowledge of the latest trends in training and development.
• Recommends improvements to training program content based on trends and observations.
• Performs other related duties as required.
Required Skills/Abilities:
• Excellent verbal and written communication skills including listening/responding skills.
• Strong formal presentation and class/learner management skills.
• Competent with a variety of multimedia training platforms and methods.
• Ability to evaluate and research training options and alternatives.
• Proficient with Microsoft Office Suite with a strong focus on PowerPoint and related program software.
• Excellent time management, interpersonal & communication skills.
• Goal and objective oriented, capable of maintaining an active business plan with strong attention to maintaining metrics.
• Strong attention to detail.
• Ability to maintain discretion and professionalism in high-pressure situations.
• Willingness to accept feedback from all sources, embrace change and successfully implement new approaches and ideas.
• Personal Credibility, effectiveness, and results-driven.
• Competent Business Acumen and Relationship Management.
• Demonstrates Leadership and models the expected behavior and Core Values.
• Comprehensive understanding of the 38 Code of Federal Regulations ("CFR") Parts 3 & 4
• Strong writing and record-keeping ability.
Required Education and Experience:
• High School Diploma or equivalent required. Bachelor's degree in Human Resources, Training, and Development, or a closely related field is strongly preferred.
• Experience teaching adult learners in a business or Call Center environment.
• Satisfactory ratings on a competency-based "Training and Facilitation" observation checklist modeled from internal training and ATD-based skill sets will be performed at least quarterly.
• Acceptable classroom learner feedback scores and narratives must be maintained.
Supervisory Responsibilities:
• Does not have direct reports, however, classroom management skills are expected to be exercised.
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to write, talk, or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms.
Position Type:
This is a full-time position. Core days and hours of work are in-office, Monday through Friday, 8:00 A.M. to 5:00 P.M. but based on business needs may change to support remote training and potential travel-related requirements.
Travel:
This position may require up to 50% travel.
EEO:
Veteran Benefits Guide (VBG) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender (including gender identity and gender expression) genetic characteristic, sexual orientation, registered domestic partner status, age, military or veteran status, hairstyle or hair texture, reproductive health decision making, or any other characteristic protected by federal, state, or local laws.
Other Duties:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Compensation:
The annual salary is based on education, experience, and prevailing labor market demands. This position may have an opportunity for future promotion.
How to apply:
Visit our website at http://www.vetbenefitsguide.com where you can read more about us and view all our latest career opportunities to see if this or another role fits you best.