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Training Specialist

Shrewsbury, MA 01545

Posted: 05/23/2024 Employment Type: Direct Hire Job Number: 41974 Pay Rate: 66,000

Job Description

Training Specialist

Position Summary:
Under the general direction of the Associate Director of Human Resources the Training Specialist is responsible for developing and delivering new/ existing training materials to Employees and Clients. Trainings may be delivered in an individual or group session and in person or virtually. The Training Specialist will also monitor, provide reporting and metrics on each trainee and training class. They will also identify and lead training initiatives that result in measurable improvements in the training quality and readiness of agents for production This position requires advanced responsibility and leadership qualities to model and influence the behavior of the Contact Center staff, as well as partner with and lead training planning discussions with new/ potential clients. The Training Specialist will be called upon to be the Lead Trainer during a proposal development process and for the implementation of new business.
Primary Responsibilities:
1. Develop and implement training programs that continue to build skills to gain production capacity among the agent, supervisory, and management teams.
2. Develop and implement training programs and curriculum for existing clients as needed. Serve as the lead trainer in any new business venture.
3. As directed by the Associate Director of Human Resources, facilitate the delivery of company-wide mandatory annual trainings, and monitor and report completion status
4. Partner with new and existing clients to lead in the planning and creation of new or modified training programs for agents.
5. Contribute to the development of proposals for new business
6. Deliver training individually or in groups either in person or virtually; solicit feedback from management and the trainees regarding the training to continually improve the format, delivery, and content
7. Partner with the Quality Assurance Team to develop and analyze quality and training metrics to identify targeted areas for quality improvement initiatives and drive the process to produce desired results. Provide individual coaching to staff as required
8. Review operational policies and procedures to ensure consistency and compliance with applicable contracts, regulations, and directives from management
9. Provide support to supervisory and management staff as needed; this may include, but not be limited to providing coverage for the Contact Center staff for escalated issues, participating in client visits/meetings and implementation of new programs/services
10. Identify and address areas for improvement throughout the operation
11. Maintain effective verbal and written communication between various levels of staff and management
12. Provide on-the-job training and support for other staff members as required
13. Actively identify and lead quality control/quality improvement initiatives
14. Attend and participate in meetings and training as directed
15. Maintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines

Meet Your Recruiter

Ashley Dineen

Ashley Dineen has been with The Panther Group since 2009 and has worked within many areas of the company including payroll, compliance, on-boarding, recruitment, and client management.

Ashley is a mother of two and enjoys spending time with family in her spare time.

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About Shrewsbury, MA

Ready to embark on a new career journey in the vibrant area around Shrewsbury, Massachusetts? This delightful region offers an abundance of job opportunities waiting to be explored. Nestled in Worcester County, Shrewsbury is known for its picturesque landscapes, charming small-town atmosphere, and close proximity to popular attractions like the Worcester Art Museum, Hanover Theatre and Conservatory for the Performing Arts, and the Worcester Railers hockey team at the DCU Center. With its rich history, diverse culinary scene, and easy access to outdoor activities at Lake Quinsigamond and Dean Park, Shrewsbury promises a perfect blend of work and play for job seekers seeking growth and fulfillment. Begin your career adventure today by browsing our curated list of job opportunities in this captivating region.
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