The Learning and Development Specialist orients newly hired staff and provides a variety of training for current employees. Responsibilities include learning new material rapidly and the ability to train technical content in a variety of classroom settings, as well as assessing learner performance and coaching and developing staff.

Essential Duties/Responsibilities

• Delivers training via online webinar or classroom setting for newly hired or existing employees using adult learning methodologies and practices.
• Conducts assessment of learners including administration of tests, evaluation of learner comprehension, and class participation.
• Analyzes, designs, develops, implements, and evaluates instructional content and course materials to be used by trainers, other facilitators, and learners.
• Adheres to established design processes and standards as well as effective and efficient operations.
• Utilizes feedback on course effectiveness to improve course design and implementation practices.
• Serves as the leader/supervisor for class participants during new hire training and addresses routine performance issues.
• Modifies teaching style to accommodate the many different learning techniques that may present in new hires and current employees. (i.e. role-playing, simulations, team exercises, group discussion, videos, and/or lectures).
• Responsible for design tasks such as developing storyboard, course and instructional materials, instructor guides, participant workbooks, quick reference guides, templates, manuals, visual aids, and exercises.
• Creates class and trainee reports and provides analytics to the training manager and business leaders.
• Works with Instructional Designer to identify and make necessary revisions to training materials.
• Continues to support and coach learners and act as a resource to them for follow-up questions after training, provides feedback to learner and supervisor.
• Coaches managers regarding training methods and tools and provides consultative services to the organization regarding mentoring and other employee development needs.
• Performs other related responsibilities, as directed.

Job Requirements

• Knowledge of customer care, sales and retention call flow and strategies preferred.
• Experienced in sales, retention, and billing procedures using CSG and Sugar preferred.
• Three years training or teaching experience, preferably in a contact center environment; experience in training plan development, training material preparation, curricula definition and training course delivery, as demonstrated by work samples or portfolio
• Two years’ experience in analyzing, designing, developing, implementing, and evaluating instructional materials, including comprehensive knowledge of current instructional design methodology and multimedia
• Bachelor's degree in Training, Organizational Development, Communications, or other related area strongly preferred; equivalent job-related experience/knowledge if no degree
• Ability to research and gather content from multiple sources and translate into training materials
• Demonstrated ability to work effectively with individuals at all levels
• Ability to work in a self-directed manner, as well as in a team environment, in a fast-paced rapidly changing environment
• Strong mentoring and team building skills
• Excellent presentation, facilitation, interaction, and communication skills (verbal and written)
• Highly motivated and enthusiastic with professional demeanor
• Strong PC skills including experience with all Microsoft Office applications and demonstrated ability to use Microsoft PowerPoint effectively
• Capable of prioritizing and organizing work efficiently, adapting quickly to change

Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Job Type: Full-time

Pay: $53,400.00 - $66,700.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Loveland, CO 80537: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)
• Staff training: 1 year (Required)
• Curriculum development: 1 year (Required)
• Call center: 1 year (Preferred)

Work Location: Hybrid remote in Loveland, CO 80537

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