• Creating, designing, and updating training materials and training curriculum for new hires
• Creating, designing, and updating remedial training materials
• Providing feedback and recommendations to management regarding training opportunities and solutions
• Partnering with management to provide educational solutions to workflow and process challenges
• Assisting in the development and implementation of company educational strategies
• Remaining current on the latest protocols and best practices
• Remaining current in the latest urgent care and call center industry educational practices
• Creating and maintaining shadow schedules of new Aftercare employees for on-site training
• Assessing and updating management of new hires on capabilities, competencies, and behavior
• Leverage subject matter experts to elevate training experience

Skills: Curriculum Development, Educational Strategy Implementation, Collaborative Problem Solving, Feedback and Assessment, Industry Expertise, Training Coordination, Stakeholder Engagement, Performance Monitoring

• Develop and supervise a team of front-line employees from day 1
• Directing activities for the achievement of company targets and goals
• Ability to train virtually for 7-8 hours a day 
• Engage and develop employees remotely
• Share feedback with leadership on new hire progress and performance - Solid knowledge of call center KPI's and how to drive these KPI's
• Identify, recommend and support the implementation of various programs for the improvement of contact center processes
• Work closely with peers to develop a network that builds culture
• Partner with HRBP on employee relations issues and employment separations
• Performs duties professionally and contributes to a positive work environment
• Promote an employee-centric culture that encourages employee satisfaction and engagement

Skills: Team Leadership and Supervision, Strategic Goal Achievement, Virtual Training Expertise, Remote Employee Engagement, Performance Management, Call Center Operations Knowledge, Process Improvement, HR Collaboration

• Instructs and supervises training classes of agents and supervisors.
• Organize, direct, and monitor daily activities of the classroom and/or production environment.
• Create and implement a strategy to ensure training objectives are met.
• Monitor and review individual and class performance.
• Train, motivate, and develop, trainees to success
• Field questions from team and clients
• Provide coaching and development feedback
• Applies knowledge of all required applications and is familiar with all client software applications
• Creates/Utilizes training tracking forms in Excel, and converts recorded calls into wave files
• Motivates and encourages trainees and associate agents

Skills: Training and Instructional Skills, Organizational Leadership, Strategic Planning, Performance Monitoring and Evaluation, Coaching and Development, Customer Interaction and Support, Feedback and Evaluation, Technical Proficiency

• Oversee training of new hires, help them develop skills, and provide coaching
• Assist leadership in the development and maintenance of training procedures, work instructions, and learning materials
• Respond to process questions from Intake staff
• Assist leadership in implementing process changes and coach struggling staff
• Become well-versed and able to complete Intakes with potential clients and explains firm services
• General office duties may include faxing, emailing, mailings, and data entry
• Primarily responsible for the effective delivery of training programs across the organization (e.g. new hire orientation, basic foundational skills programs).
• Keeps abreast of various training delivery techniques, business processes, products and systems by the subject of the program.
• Understand and prepare the appropriate training technology and logistics required to ensure effective delivery (e.g. rosters, schedules, access, MS teams, space, materials, etc)
• Gather learner feedback during the facilitation process to support effective knowledge transfer and make appropriate adjustments (e.g., periodic knowledge checks, assessments, polls)
• Manages post-session data and reports overall performance proactively

Skills: Training and Development, Training Program Management, Instructional Design, Process Improvement, Client Intake and Service Explanation, Administrative Skills, Training Logistics Management, Data Management and Analysis

• Work with partners across the organization to develop accurate and engaging training material for both new hires and tenured employees for multiple job functions.
• Effectively facilitate classes independently that range in size and across multiple locations.
• Supports multiple functions at Prosper including Collections, Customer Service, Fraud, Verification, Investor and HELOC
• Prepare facilitators at multiple sites through train-the-trainer sessions ensuring that the delivery of content aligns with Prosper expectations.
• Formulate the full scope of a training course including instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.
• Test trainees with assessments/quizzes and regularly report to managers on performance while identifying trends for future improvements.
• Challenges the status quo by taking on additional responsibilities, identifying process changes, and helping to define the strategy in new process rollouts.
• Mentors new trainers and leads the certification process of new trainers at Prosper and partner sites.
• Ensures training content is up to date, changes are tracked for audit purposes, and that partners can access the information.
• Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.

Skills: Training Material Development, Facilitation of Training Sessions, Train-the-Trainer Sessions, Instructional Design, Assessment and Evaluation, Process Improvement, Mentoring and Certification, Content Management and Compliance

• Facilitate learning via classroom instruction and one-on-one coaching
• Incorporating a variety of presentation methods and applications to accommodate different adult learning styles.
• Manage classroom environment, by coaching to transform behavior and follow the firm’s progressive disciplinary process to prepare new employees for success on the call floor.
• Conduct comprehensive needs analysis to identify gaps in training needs, and to ensure that the training curriculum fulfills the needs and objectives of the law firm.
• Contribute to the overall success of the Training Department by identifying ways to continuously improve the learning process, while supporting departmental initiatives and identifying ways to enhance training effectiveness.
• Ensure training programs remain relevant, vibrant, and entertaining for continuous trainee engagement
• Assists employees with problems concerning "how to"perform specific tasks related to positions.
• Oversee enhanced monitoring strategies to ensure trainees are performing job duties according to procedures for pre-determined quality assurance standards
• Manage vendor training relationships and training compliance.
• Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, tutorials, quizzes, and reference works

Skills: Classroom Instruction, One-on-One Coaching, Adaptability in Presentation Methods, Classroom Management, Needs Analysis and Curriculum Development, Continuous Improvement Initiatives, Engaging Training Delivery, Quality Assurance and Compliance

• Experience in Training or Learning and Development Management and/or Training 
• Ability to lead a full training cycle
• Good knowledge of talent management and succession planning methods
• Knowledge of various training and teaching methods
• Expert orator skills and strong leadership skills.
• Ability to maintain and encourage an enthusiastic and positive attitude at all times.
• Strong time management skills and ability to multitask.
• Analytical mindset and aggressive about using data to make informed decisions.
• Ability to thrive in a fast-paced, quickly changing environment.
• Experience using basic database programs and various operating and reporting systems.
• Have curriculum development experience is preferred
• Have an understanding of Adult-Learning Theory Principles 

Qualifications: BA in Organizational Psychology with 3 years of Experience

• Excellent written and verbal communication
• Experience with Learning Management software
• Experience with Email, Chat, & Web navigation for internal needs, client interaction, and end user problem resolution
• Experience with document processing, spreadsheet, and presentation software tools, such as Excel, Word, PowerPoint, etc.…
• Confidence and experience in problem-solving, being a quick learner, and assisting guiding others
• A passion for solving problems, while providing positive customer experiences for client brands
• Ability to properly use a CRM (Customer Relationship Management) tool
• Ability to learn, administer, and teach the team how to deliver experiences in line with internal and client-specific QA policies and procedures as well as team client program materials
• Ability to effectively navigate a Knowledge-base & FAQ (Frequently Asked Questions) library, to help guide customers/team to problem resolution
• Ability to use call center/customer response telephony system/s and phone equipment

Qualifications: BA in Communications with 4 years of Experience

• Experience in education, training, and work-related 
• Prior experience in training curriculum and content design
• Outstanding communication, presentation, and interpersonal skills
• Command and understanding of the latest corporate training techniques
• Excellent time management and organizational skills
• Ability to interact with all levels of leadership and individual contributors
• Excellent facilitation of training material in written, verbal, and visual formats
• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).
• Prior experience with large and geographically diverse construction/remodeling companies
• Training/facilitation certification preferred
• Curriculum design certification preferred

Qualifications: BA in Business Administration with 3 years of Experience

• Have proposed reasonable solutions regarding training materials and processes
• Be able to think creatively
• Have excellent oral and written communication skills
• Have strong PC skills including experience with all Microsoft Office applications
• Have solid interpersonal skills
• Be capable of prioritizing and organizing work efficiently
• Have to work effectively under pressure and can meet time deadlines
• Have strong leadership skills
• Experience in conducting classroom/virtual training and/or seminar/workshop topics (preferably in Service/BPO/call center/Healthcare industry).
• Adhere to applicable training requirements (e.g., calendars/timelines, playbooks, agendas, facilitator/participant guides)
• Experienced managing different learning styles and exhibiting inclusivity in delivery.
• Has an ability to manage training/group interactions for various levels of trainees and attendees.
• Knowledgeable in MS Teams or equivalent

Qualifications: BA in Education with 4 years of Experience

• Prior professional classroom experience in a training or presentation capacity.
• Post-high school education (i.e. Associate or Bachelor’s Degree).
• Exceptional communication skills, including presentation, facilitation, written, and listening skills.
• Strong interpersonal skills, and the ability to establish and demonstrate empathy and rapport.
• Demonstrated actions showing team orientation, initiative, innovation, pride, positive attitude, self-motivation, and high enthusiasm.
• Highly proficient in time management, organization, planning, and prioritization. 
• Have demonstrated ability to manage changing priorities, meet deadlines and adapt to a dynamic-ever-changing business environment.
• Be not on any form of progressive disciplinary action.
• Be proficient in Microsoft Office Suite Word, Excel, PowerPoint & Outlook.
• Be proficient with REV, Verint & Digital Desktop
• Have a working knowledge of Windows 10 and Internet Explorer

Qualifications: BS in Human Resources with 3 years of Experience

• Experience within a corporate classroom setting including classroom and/or group instruction/lectures
• Experience delivering in a call center environment
• Have previous call center rep experience strongly 
• Have excellent written and oral communication skills, as well as strong presentation, facilitation, research, and analytical skills.
• Have experience with multi-media (audio, video, web-based systems) and MS Office programs (Excel, Word, PowerPoint) required, HTML knowledge preferred.
• Have demonstrated ability to lead and mentor
• Have strong facilitation skills with the ability to capture an audience and keep them engaged
• Have strong interpersonal, analytical, and planning skills
• Be highly organized with strong time management skills
• Adapt well to change and successfully set and adjust priorities
• Experience working in a collaborative team-based environment.
• Strong planning, facilitation, and public speaking skills.
• Have the ability to adhere to strict attendance and punctuation policies.

Qualifications: BA in Psychology with 4 years of Experience