On-Boarding Facilitator Redmond, WA TW1

 Position Summary  Provide various skill set training for Vacation Planning Counselors within Wyndham Vacation Ownership as needed for systems, policy and behavioral customer service training.  Other responsibilities include:  Contribute to the development and implementation of course materials and projects relating to performance enhancement. Report and evaluate training metrics to ensure training delivery and materials are effective. Communicate frequently and effectively with various points of contact to ensure quality service standards, goals, and objectives are met accordingly. Work on training and business related projects as needed. Duties & Responsibilities  Demonstrate success in managing the new hire orientation program program:   -Facilitation, presentation, and leadership  -Following the training outline, using activities and tools  -Classroom management  -Manage L&D, HR, and Contact Center policies Successfully facilitate Orientation program using the following measures:  -Counselor Graduation Rate (lower attrition rate)  -Assessment Scores (higher scores)  -Facilitator Evaluations (higher scores)  -AHT and Quality Scores (higher scores) Demonstrate support to special projects and programs: -On-Boarding -Learning & Development Minimum Qualifications RequiredØ  Bachelor’s degree in a related field or equivalent education and experienceØ  One year of professional training experience Ø  2 years Customer Service Training experience preferred Ø  Ability to coach employees to meet performance goalsØ  Ability to supervise a 5-6 week class through all phases of the learning experience including corrective action for performance and behavior issuesØ  Ability to speak in front of large groupsØ  Ability to travel as needed Ø  Ability to work a flexible schedule as neededØ  Working knowledge in Microsoft Office basic suite (e.g. Word, Excel, Powerpoint)Ø  Excellent organizational skillsØ  Ability to manage multiple projects and meet deadlinesØ  Commitment to customer service and team-oriented managementØ  Ability to consult and work collaboratively within the business Ø  Excellent interpersonal skillsØ  Ability to interpret client needs and produce instructional materialsØ  Proven ability to quickly adapt and learn new procedures and software programsØ  Comprehensive knowledge of principle of adult learning and Ø  Some working knowledge of instructional design Preferred Qualifications Ø  Bachelor’s in Adult Learning / or Industrial Education and or Professional Certifications in fieldØ  Training certifications (e.g. Achieve Global, DDI, etc.)Ø  Working knowledge in Microsoft Office advanced suite (e.g. Visio, MS project, MS Publisher, Access)Ø  2-3 Years contact center or hospitality industry experience Supervision Received  Ø  Minimal supervision.  This person will function independently but will be required to communicate with and report to the Learning & Development Manager on a regular basis. Direct reports  The ability to manage 15-25 Vacation Planning Counselors per class at any given time. Decision-MakingØ  Ability to make decisions without first consulting a supervisor (e.g. Determines appropriate methodology for instructional and content development based on business needs; Makes recommendations affecting learning, development and performance; Negotiates and makes adjustments to training plan as needed).