Customer Service Representative Trainer (NC)

Morrisville, NC 27560

Posted: 09/25/2019 Employment Type: Contract Industry: Customer Service Coordinator Job Number: 4095278

NC EB Training Specialist

The Training Specialist is responsible for performing training needs assessments and analyses of numerous Learning and Development programs and initiatives, making recommendations for continuous process improvements, assist with the development of courses as well as training staff using available tools and other project documentation/resources to support the North Carolina Medicaid Transformation program.

Reports to: Training Manager

Type: Full Time Temp & Part Time Temp

Hours: Flexible based on Hours of Operation:

Non-Peak Times: 7am to 5pm Monday through Saturday

Peak Times: 7am to 8pm Monday through Sunday

Position includes rotating weekends, evening and holiday coverage


  • Conduct Instructor-Led classroom and webinar training of project staff both locally and virtually.

  • Responsible for analyzing and reporting on Learning and Development initiatives; weekly, monthly, quarterly and on an annual basis, such as: training sessions and trainee completions, quality improvement analysis of training programs, on-line learning metrics, employee engagement analysis, leadership development impact assessments and forecasting to make recommendations for action or improvement based upon results.

  • Create, maintain, and analyze timely analytics/metrics on learning and development initiatives such as: Training assessment scores, Pre and Post training performance results, effectiveness and efficiency of training, customer satisfaction results, trainer key performance indicators and make recommendations to training leadership for action or improvement based upon results.

  • Create and maintain any additional ad hoc analytics requests by the client and project leadership.

  • Responsible for creating/maintaining new/innovative reporting platforms to convey results using allocated tools.

  • Responsible for converting complex data into visually appealing presentation formats to be delivered to audiences at all levels via a scorecard format.

  • Assists the training department in carrying out various learning and development programs and procedures for all project employees in multiple locations.

  • Responsible for adhering to all established safety standards.

  • Perform other duties as assigned.


  • Bachelor s degree from an accredited college or university or equivalent experience.

  • 3 + years of similar work experience.

  • Knowledge of principles and practices for Learning and Development.

  • Advanced knowledge of Microsoft Word, Power Point, and analyzing LMS data.

  • Advanced Excel capabilities, ability to analyze data and create reports using formulas/functions.

  • Ability to be flexible in a fast paced work environment.

  • Excellent organizational, interpersonal, written, and verbal communication skills.

  • Exceptional time management skills.

  • Detail oriented, strong problem solving and prioritization skills.

  • Ability to communicate and present complex data with a user-friendly perspective.

  • Ability to execute many complex tasks simultaneously; ability to work as a team member, and independently.

  • Must be able to remain in a stationary position for an extended period of time.

  • Must be able to stand/walk for an extended period of time, while leading training classes.

  • Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.

  • Work is constantly performed in an office environment.

  • Excel VBA, Macro experience preferred.

  • Predictive Analytics, Data Analytics preferred.

  • Experience creating interactive LMS content preferred.

  • Articulate Storyline and Camtasia experience preferred.

  • Experience conducting cross-site and/or virtual training preferred.

Laura Spencer
Client Relationship Manager

Laura grew up in the Boston area. She is focused and has a positive attitude which works to set each candidate up for success!

Fun Fact: Outside of recruiting, Laura is interested in sustainable living, art, and artificial intelligence.

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