Member Support Training Director

McLean, VA 22102

Posted: 08/17/2020 Job Category: Learning and Development Job Number: 146742

Job Description


Title

 

Member Support Training Director

Company Description
Digital verification  space

Location
McLean, VA

Responsibilities

  • Manage 5-6 trainers to support a complex, multi-channel Member Support team

  • Create, deliver, and maintain a Member Support training program

  • Create and manage content for agent and user self-help

  • Measure training effectiveness and routinely refresh and improve training content

  • Track training performance and determine mitigation strategy for underperforming trainees

  • Identify opportunities to automate training processes and introduce cutting edge training tools and techniques to the existing training program


Requirements
 

  • 3+ years managing a high-performing team designing and delivering technical training

  • 5+ years of experience creating, delivering, and maintaining training curriculums using instructional and learning methodologies

  • Previous training experience in a Contact Center or Operations Team

  • 2+ years experience in the engagement of Subject Matter Experts to support effective training design and delivery

  • Demonstrated ability to monitor and evaluate quality and performance management

  • Excellent communication and presentation skills

  • Bachelor' s degree

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