Contact Center Training Specialist

Role Details
Position Type: Full-time
Work Schedule: Monday - Friday, 10:00 am - 7:00 pm EST (various shifts)
Work type and Location: On-site. Greensboro, NC
Expected start date: Feb 8, 2024

About The Role

Are you passionate about training? Our business is growing, and we are expanding our support for the company's operations training goals. A successful Dedicated Training Specialist will ensure that the training goals for a large program of Remote Assistance Advisors (RAA). RAAs provide vehicular assistance before, during, and/or after driverless trips through proprietary tooling to interact with the fleet on the road. On this revolutionary and innovative program, our “customer” is the autonomous vehicle.
You will support onboarding and enhance the competencies of our RAAs by conducting training programs that will boost employees' workplace performance in alliance with the Partner’s core values. When requested, you will also train the Partner’s new hire training classes and/or refresher training classes. You will be responsible for performing training needs assessments, designing and delivering curriculum and learning materials, and managing all phases of training interventions.
You’ll Be...

• Assisting in interactive and engaging instructor-led and online training courses
• Revising, updating, and maintaining training courses
• Adhering to Partner brand, image, and style guidelines in training asset development
• Scheduling and delivering standard training plans on a defined timeline for Partners and the staff in a virtual and in-person environment
• Maintaining current knowledge of Partner’s products and services
• Showing understanding and demonstrating proficiency with various teams’ processes and procedures for successful training of staff
• Conducting training evaluations and providing feedback to staff and management
   

What You Bring To The Table

• Fundamental understanding and ability to apply adult learning principles
• Ability to meet tight timelines
• Ability to quickly learn and absorb partner culture, processes, and policies
• Strong presentation and technical writing skills
• Experience designing training programs
• Demonstrated knowledge of instructional design tools
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and on time
• Excellent time management and organizational skills
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Ability to partner with quality evaluators and develop strategies to support staff development opportunities
• Willingness to accept coaching to remove barriers to effective working relationships
• Understanding of knowledge center support methodologies to develop a knowledge base that is effective for staff and partner consumption

What We Provide

• On-site work
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies, including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero offers fair compensation and benefits and a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity. 

Read more about our Core Values and story here.

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