Careers At HGS

SR. Trainer

Job Code : HGS/374
EL PASO | TX Permanent

Job Description

ob Description The Senior Trainer is responsible for the delivery and facilitation of corporate and client program curriculum to front line employees and middle management in an adult training environment to ensure workforce preparation. The Senior Trainer will support the training and development of new and existing employees through client program and corporate induction and refresher training. As a training department role model and on site point of contact for internal and external clients, the Senior Trainer is an on-site mentor for other site level Trainers and supports site and program level training coordination and training department administration. Although the Senior Trainer is not directly accountable for the performance and development of site level Trainer, the Senior Trainer supports the Training Manager by providing guidance and direction to the local Training team. PRINCIPAL DUTIES AND RESPONSIBILITIES: · Build and enhance curriculum and training programs to support the job function and performance needs of the HGS teams · Deliver and/or oversee the delivery of the defined training programs at each location to ensure consistency of delivery and results · Develop and implement evaluation processes to gauge the effectiveness of training · Develop appropriate metrics; Track and report on training programs · Act as a liaison between departments in support of training program objectives. · Be actively involved in the process of setting training goals and objectives in support of training · Utilize effective presentation and facilitation skills including creative training techniques and adult learning techniques using a variety of training delivery modalities in a live classroom environment · Responsible for day-to-day functional supervision of learners within the training environment, including student attendance and progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations · Conduct testing and lead discussions after each training module; provide feedback and any retraining and/or retesting as required · Responsible for tracking of student data, timekeeping, reporting, and other administrative tasks associated with training delivery · Support and participate in continuous improvement initiatives, as applicable including identifying and communicating areas for curriculum development/enhancement opportunities · Facilitate transition of agents from training to work environment, ensuring competency levels meet business needs · Provide guidance to local training team including reinforcing established training performance standards · Provide recommendations to the Training Manager and take a lead role in implementing solutions for improvement · Support the Training Manager in coordinating and implementing training strategies that support the business’s capacity plans and coordinate update training and requests for special training as need arises The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to: * Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service. MINIMUM JOB REQUIREMENTS: (Education, Experience, Skills) · BS/BA in Business, English or related field, or equivalent experience · Adult Education Certificate considered an asset · 2 to 4 years’ experience in training environment · Demonstrated strong writing skills · Demonstrated leadership and motivational skills · Able to deliver training courses with enthusiasm and high energy · Prefer basic understanding of call center environment · Familiar with adult learning needs · Intermediate knowledge in Microsoft Word, PowerPoint and Excel · Self-motivated with demonstrated initiative · Excellent interpersonal and communication skills · Flexibility, versatility and proven ability to accept change · Demonstrated organization and time management skills · 25% travel required · Able to work in a 24 hour a day, 365 days per year environment · Bilingualism is a definite asset (English/French) · Satisfactory Criminal Record Check required VISIONARY COMPETENCIES: Competency Definition Uses Sound Judgment & Makes Decisions Wisely Surveys a situation quickly and grasps the issue or problem by asking probing questions. Develops sound business recommendations to achieve progress on global issues. Recognizes limits in resolving complex issues and teams with appropriate personnel to resolve issue. Reviews decisions to evaluate impact to long range goals. Shows Initiative Develops and leads the vision for the organization that will create an environment of empowerment and excellence. Ensures that management understands and is equipped with the necessary tools to lead. Looks for new ways to contribute to the business. Promotes Teamwork Shares in-depth knowledge about the global environment to expand team understanding of relevant issues. Leads team supporting global initiatives. Participates in and facilitates internal and external collaborative efforts and arrangements. Communicates Effectively Provides clear understanding of job priorities and expectations. Practices attentive and active listening. Conveys information to all levels of the organization. Leads and facilitates internal and external meetings. Embraces Differences Recognizes and models an understanding of the business value of diversity in team members. Assigns initiatives aligned with team members differences in strengths. Understands multiple voices create new ideas, new services and out of the box thinking. Drives Customer Focus Establishes alliances with key customers and stakeholders. Drives the company strategies to focus on customer needs. Builds organization structures aligned with customer needs.
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