Job Description
Job ID: 1244
Position Description:
JOB SUMMARY
Under minimal supervision the Suddenlink Trainer II delivers instructor-led training to new and veteran employees in a classroom setting; contributes to the development of corporate training materials; and maintains subject-matter expertise in the areas of instruction. The Trainer II facilitates two or more higher-level courses pertaining more complex processes and assists in the development of training materials.
Position Requirements:
ILLUSTRATIVE ACCOUNTABILITIES
Identify training needs in the areas of sales, customer service, total quality, and other employee development
Conduct training needs analysis for functional and skill/competency-based job requirements across operations
Identify common training needs across operations areas and key integration points in job functions
Design, develop, and distribute training tools such as standard operating procedures, reference guides, quick reference cards, standard workaround procedures and other end-user documentation
Work with support center, service office, and franchise management to ensure training approach meets operational development needs and that the training method fits within the practical framework of the day-to-day business
Develop and implement training for new or revised policies, procedures as identified. Ensure a consistent approach/format for such training where appropriate
Update and maintain materials common to all programs
Identify training requirements for new or enhanced services. Implement training that supports the introduction and ongoing use of such systems
Participate in the selection and guide development of system training tools to ensure they address requirements, are practical and easy to use, facilitate effective learning, and are cost effective
Determine training effectiveness evaluation criteria and data gathering/tracking methods
Integrate new training into existing curriculum offerings. Determine if additional training modules should be added to core curriculum and develop/add them as required
Act as supervisor to new hire training classes, effectively leading and managing new agent performance and behavior
Supports the Company’s building blocks of culture
ESSENTIAL JOB FUNCTIONS
Ability to effectively communicate in person and by telephone with receiver comprehension
Ability to work while standing 50 - 70% of the time
JOB QUALIFICATIONS
High school diploma or equivalent required
Associate degree or equivalent work experience in a professional adult learning environment
Proficiency in using a Windows-based computer, Microsoft Office and Outlook/Outlook Express
Proficiency in using ICOMs preferred
Demonstrated ability to communicate effectively both verbally and in writing
Demonstrated ability to make professional presentations and facilitate group processes successfully
Demonstrated ability to interact and relate positively with people of diverse experience, education, culture and age
Demonstrated expertise and experience in areas of instruction
Demonstrated ability to learn and master large amounts of highly technical information
Demonstrated ability to provide exceptional service to internal customers
Demonstrated ability to utilize critical analysis, critical thinking and problem-solving concepts and practices
Demonstrated ability to take initiative with regard to work and challenges with the ability to organize time and work efficiently and work interactively and independently of others
Bi-lingual proficiency is a plus
WORK EXPERIENCE
Five years experience in the broadband communications industry preferred
Three years experience in classroom facilitation
One year of curriculum development
Job Requirements
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