Training Specialist

ELITE CUSTOMER SERVICE CENTER SUMMARYElite Customer Solutions USA is a provider of integrated customer management solutions offering a broad spectrum of customer services to BP’s US Retail Operations.  Examples of customer services include: credit card processing, price notification, point-of-sale (POS) support, asset maintenance, portal support, emergency response, billing and customer account management.  The center operates under a tiered service delivery model and makes use of the latest technology in Customer Service Systems and Call Center information management systems.  Our vision is to be recognized as the industry leader that provides best in class service at best in class cost.  This is a dynamic, performance-driven organization that deeply values its customers and its people.  Our goals center on process efficiency, continuous improvement, customer satisfaction and loyalty. POSITION SUMMARYSupports the delivery of quality CSC services through the provision of an appropriate and effective training platform.  Identifies training needs and develops materials to educate and inform CSC staff.  Consistently improves training process and quality by gathering feedback and monitoring effectiveness.  Contributes to the CSC vision to deliver operational excellence. KEY ACCOUNTABILITIES·  Coordinate with allocated leaders to communicate updates on training services provided and determine ongoing needs·  Liaise with stakeholders to identify and manage ongoing training requirements·  Conduct surveys, forums and additional research to analyze training needs and recommend cost-effective solutions to meet business needs·  Have demonstrable skill for instructional design and ability to design adult technical training to ensure that key learning objectives are clearly understood.·  Develop in-house courses, reference guides, assessment tools and learning plans, according to project allocation·  Facilitate training courses ·  Evaluate and record the effectiveness of training using feedback tools·  Assess participant performance in training to verify competency targets are met and identify learning gaps·  Ensure all course learning outcomes and reference manuals are accessible and up-to-date·  Respond to general training queries and requests·  Record and manage course attendance, course set-up, training feedback and competencies·  Compile and communicate training schedules, attendance reports and cancellation reports·  Maintain the reference guide library, if allocated EDUCATION AND EXPERIENCE·  Bachelor’s degree or equivalent business  experience preferred·  7-10 years instructional design and facilitation experience in a corporate environment ·  2-5 years experience  in Contact Center and/or Customer Service environment preferred·  Strong PC skills (high level of competency in Microsoft Office) and ability to navigate and use software (SAP, Siebel) SALARY RANGE:  $49,500.00 - $65,000.00