Call Center Training Specialist

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.
 
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Salary: Grade 11
 
Shift: Monday through Friday 7:30 AM - 4:00 PM or 8:00 AM - 5:00 PM (flexible)
 
Location: 1200 North 7th Street, Harrisburg, PA. Hybrid 2 days a week on-site
 
Department: Guarantor Insurer Relations

This position is responsible for delivering new hire, soft skill, and continuing education training.  Trainers are responsible for training, coaching, developing, leading, motivating, and modeling to ensure our employees receive comprehensive training, under close to moderate supervision to confidentially perform tasks.

PRIMARY DUTIES AND RESPONSIBILITIES 

Training 

•    Create, update, and execute training programs for instructor-led (virtual and in-person), and on demand (Talent Development) training subjects  by aligning potential solutions with organization strategies.

•    Prepare and distribute training materials such as participant and facilitator training guides, handouts, assessments, and visual aids. 

•    Provide tools and training solutions to address any gaps in knowledge, competency, and skills.

•    Ability to demonstrate best practices and provide coaching conversations to include positive reinforcement and skill improvement through on the job training. 

•    Skilled at classroom facilitation and managing effective discussion and dialogue to enhance the learning experience in a diverse classroom environment.  

•    Adhere to all training protocols, guidelines, and expectations set forth for each training course.

•    Analyze training effectiveness through test scores, production statistics and error ratios, and additional mentoring needed during training as well as after training follow up; to make changes to ensure comprehension and application of material and to evaluate additional training needs.

•    Consult Training Supervisor and Manager of disciplinary occurrences for each situation encountered prior to acting.

•    Execute training requests from analysis provided by Enterprise Quality Assurance or from department Quality Control.

•    Remain current on developments in training and instructional methodologies including technology enhancements; attend periodic seminars and forums (if applicable), and training meetings and/or workgroups to ensure educational methodology is current and relevant.

Administrative 

•    Ensure the completion of all required paperwork, records, documents, etc.

•    Responsible for the related clerical aspects of training function.

Personnel Management 

•    Analyze, address, and resolve performance and disciplinary issues during training.

•    Thoroughly document disciplinary actions taken in the AES Documentation Database.

•    Evaluate employee performance prior to and after completion of training; recommend necessary additional training.

OTHER DUTIES AND RESPONSIBILITIES 

•    Troubleshoot minor computer and equipment issues and works with Information Technology to resolve issues.

•    Prepare for training; verify trainees have all necessary equipment and all required access has been granted.

•    Comply with the Agency’s enterprise security and privacy policies and departmental procedures.

•    Other duties and special projects as assigned.

Required Skills

Bachelor’s degree and two years of training experience or any equivalent combination of training, experience, and/or certification(s).

•    Ability to adapt training to all levels of experience incorporating various training tools to develop knowledgeable  and productive employees when released to their respective department(s) or team(s).

•    Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills. 

•    Proven experience with creating presentations.

•    Demonstrated proficient performance management and effective coaching techniques. 

•    Proven flexibility to manage last minute training requests or changes. 

•    Developed problem solving skills and the ability to focus attention on details.

•    Proficient knowledge of Microsoft Office Suite. 

Preferred Qualifications: Training experience in a call center and a comprehensive understanding of federal regulations/requirements. 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES
PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT 

•    Flexible for occasional off-site travel required.

•    Sedentary work (office environment).

•    Frequently requires – repetitive motions (substantial movements of the wrist, hand, and/or fingers).

•    Must be able to use a personal computer.

•    Must be able to speak in front of large groups.

•    Must be able to perform basic math skills.

•    Must be able to have regular and predictable on-site attendance, highly interactive role.

ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES 

•    Ability to convey new information in a meaningful way, through presentations, for others to comprehend and perform their required job responsibilities.

•    Ability to comprehend program goals, objectives, and operations and to relate these to training analysis.

•    Ability to gather, assemble, correlate, and analyze facts and devise solutions to training problems. 

•    Demonstrated basic analytical, critical thinking, and organizational skills.

•    Possess advanced written and verbal communication skills.

•    Ability to work effectively in a team environment.

•    Ability to promote and support a consistent, professional, customer focus.

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.  Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization. 

Required Experience

Bachelor’s degree and two years of training experience or any equivalent combination of training, experience, and/or certification(s).