Training Specialist, Call Center

Manages all aspects of Call Center and MRM training for the AAA National Office call center, SUPERNUMBER®, in support of association strategic initiatives. Responsible for the design and development of MRM training for SUPERNUMBER®, and Clubs. Analyzes and designs performance solutions based on quality assurance results.   Relationship of Job to Management   This position reports to the Manager, Training and Development, Technology/Call Center/MRM     Supervisory Responsibilities   None   Duties and Responsibilities   1.  Design, develop, implement, and maintain all training programs for SUPERNUMBER®’s internal and external clients such as roadside assistance programs and Clubs in support of MRM and Pacesetter strategy. Methods include instructor-led, group, self-study, and/or web-based training. (30%)  2.  Conducts performance needs assessments within Call Center and provides improvement solutions for skill development. (15%) 3.  Schedules, delivers and manages the delivery of new hire, current employee and leadership training. (15%) 4.  Assists in the development of contractor training coordinators. (10%) 5.  Measures, evaluates and tracks training performance results. Utilizes performance results to improve training programs as needed. (10%)  6.  Calibrate with management team and internal/external clients. (5%)  7.  Maintains proficient in current programs utilized by SUPERNUMBER®. Determines and executes modifications to policies and procedures. (5%)  8.  Creates individual training plans for each position within the call center. (5%)  9.  Participates and implements instructional design methodologies when creating training for call center or clubs. (5%)   Requirements   ·  Bachelor's degree in organizational development, instructional design, or Business equivalent HR/Training Certification. ·  3-5 years training/adult education experience preferably in a call center.  ·  Thorough knowledge of training program design and delivery methods. ·  Excellent written and verbal communication skills. ·  Knowledge of web-based software development is preferable. ·  Proficiency in Microsoft Office suite (Word, Excel, PowerPoint, Outlook) ·  Must be flexible to accommodate the training needs of a 24/7 call center. Ability to travel on occasion.