Address
Form of workJob Description
The Operation Training Specialist I supports the overall development of various positions by ensuring appropriate metrics are being met and by using observations/data to determine areas of improvement. This role coordinates with Managers to ensure appropriate number of audits are performed for each assigned work group in a specific month. The Operation Training Specialist I also delivers guidance and feedback on performance expectations outlined in the Call Floor Leadership Model and ensures assigned work groups are providing the correct information and following the proper procedure.
RESPONSIBILITIES
Provide coaching, feedback, guidance, and direction to assigned work groups.-30%
Plan and construct coaching and interactions with assigned work groups daily using call floor leadership model to deliver call performance trending and performance metrics.-30%
Participate in new hire training.-25%
Training assignments as directed by Manager.-5%
Partner with Group Managers in all sites to create developmental plans.-5%
Perform other duties, as assigned.-5%
MINIMUM REQUIREMENTS
EDUCATION: High School Diploma
EXPERIENCE: 1+ years of experience in an Account Manager or related role
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
- Skilled in Outlook and Excel
- Knowledge of organizational infrastructure and adult behavioral patterns
- Ability to work independently with some direction from colleagues and management
- Strong interpersonal and communication skills
- Ability to train and facilitate trainings to groups
PREFERRED QUALIFICATIONS
EDUCATION: Associate's FIELD OF STUDY: Communications, Public Speaking, Organizational Development
EXPERIENCE: 2+ years of experience in an Account Manager or related role
