Training Specialist

Job Purpose

The Training Specialist plays a pivotal role in delivering impactful learning experiences across onboarding, technical, and soft skills development. This role supports new hires during the nesting phase and facilitates training programs that drive operational excellence in a customer service call center environment. The supervisor also oversees LMS administration, team coaching, and performance management.

Responsibilities

• Facilitate engaging training sessions for new and existing employees (virtual and in-person).
• Develop and execute training plans and curricula for groups of up to 25 participants.
• Monitor and coach employees to meet performance and KPI goals.
• Support quality assurance through feedback and coaching.
• Maintain accurate records of training progress and effectiveness.
• Collaborate with operations to identify training gaps and development opportunities.
• Respond to escalated customer service issues and provide solutions.
• Prepare staff schedules and ensure adequate coverage.
• Lead updates to SOPs and training materials.
• Generate reports and manage content within the LMS.
• Contribute to continuous improvement initiatives and team development.

Educational Requirements

• Bachelor's degree in Education, Business Administration, or related field preferred.

Experience Requirements

• Bilingual in Spanish preferred
• Minimum 2 years of training facilitation experience.
• Background in customer service, coaching, and mentoring.
• Experience supervising or leading teams in a call center or training environment.

Travel Requirements

• Occasional travel as needed.

Physical Requirements/Demands

• All requirements are subject to possible modification to reasonably accommodate individuals with a physical disability).
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of their job.

While performing the duties for this job, the employee may be required/subjected to:

• Prolonged periods sitting at a desk, typing and working on a computer using repetitive motions.
• Standing, walking, lifting, carrying, reaching, pushing, and pulling.
• Must be able to lift 15 pounds at a time.

Competencies

• Communication - Express ideas and deliver comprehensible messages, structuring them clearly and transparently while listening actively and being empathetic. Influences and creates an impact on others and shows strong negotiating skill.
• Teamwork - Work with other, adopting collaborative and positive relationships to achieve common goals.
• Change - Accept, embrace, and drive change, and innovation while being open to difference approaches, ideas, and proposals.
• Results - Meets or exceeds goals and objectives by adopting an agile, dynamic, efficient, cost-oriented approach, eagerness, and optimism to get the best results.
• Leadership - Build and lead the team toward common results, positioning oneself as a leader and role model for guiding, inspiring, and driving the performance and development of team members while spearheading a positive environment.
• Strategic Mindset - Anticipates situations in the market while embracing the company's/department's strategic vision and mission. Achieves internal and external customer loyalty by utilizing quality and suitable proposed solutions.

Be Part of Something Big

What's more exciting than being at the forefront of one of the fastest-changing industries? Join our team and make your mark on the new global economy.

Flexible Work Schedule

Where possible, we'll help you work when you need to, because life happens.

Everyone Has a Voice

Innovation doesn't know hierarchy. We make sure everyone is heard, considered, and respected.

Room to Grow

Learning is built into every role here. You'll get mentorship and take ownership.

Make Your Move

Come for a tech job. Stay for a BD career. We support exploring new fields right under our roof.

All-Inclusive

Be yourself. That's who we're hiring. Our culture celebrates and supports the difference that makes each of us unique. It's how we build better products for the world...and career growth for you.