DescriptionJob Title: Training SpecialistJob Description:We are looking for an experienced Training Specialist with a background in contact center operations to design, develop, and facilitate training programs for our contact center staff. The ideal candidate will have a strong understanding of contact center processes and best practices, along with the ability to create engaging and effective training materials.Key Responsibilities:
Develop and deliver comprehensive training programs for new and existing contact center employees.
Create training materials, including presentations, manuals, and job aids, that effectively convey key concepts and skills.
Facilitate training sessions using a variety of instructional techniques, such as lectures, group discussions, role-playing, and simulations.
Evaluate training effectiveness through assessments, feedback, and performance metrics, and adjust as needed.
Collaborate with contact center managers and supervisors to identify training needs and develop targeted solutions.
Stay current on industry trends and best practices in contact center operations and training methods.
Provide ongoing coaching and support to contact center employees to reinforce training concepts and improve performance.
Coordinate with internal departments to ensure alignment between training initiatives and organizational goals.
Participate in special projects and initiatives related to contact center training and development as needed.
Proven record of accomplishment of designing and delivering effective training programs in a contact center environment.
Strong understanding of adult learning principles and instructional design methodologies.
Excellent communication and presentation skills, with the ability to engage and motivate learners.
Experience using learning management systems (LMS) and other training technology tools.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Qualifications:
Bachelor’s degree in Education, Instructional Design, Training, Human Resources, or a related field.
3+ years of experience in contact center operations, with a focus on training and development.
Preferred Qualifications:
Certified Professional Training Management (CPTM)
Minimum of 3 years of experience facilitating training sessions in a corporate or contact center environment.
5 Years of experience in Instructional Design, Articulate Storyline, Canva
Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Teams, and Outlook.
Demonstrated leadership experience, such as leading training teams, mentoring new trainers, or managing training projects.
Experience training complex programs such as health insurance, case management, etc.
Working at ICFICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email [email protected] and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.Read more about workplace discrimination rights (https://www.eeoc.gov/sites/default/files/2022-10/EEOCKnowYourRightsscreenreader1020.pdf) , the Pay Transparency Statement (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf) , or our benefit offerings which are included in the Transparency in (Benefits) Coverage Act. (https://www.icf.com/legal/equal-employment-opportunity)Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:$65,416.00 - $111,207.00Michigan Remote Office (MI99)