Role & responsibilities

1. Responsible for executing the operational requirements of the Customer Service Academy in the development and delivery of the content.

2. Research, develop, and deliver behavioral program competitive training, in-person or via webinars, as required.

3. Must have a minimum of 5 years of prior training experience.

4. Manage all aspects of the training environment, including reporting requirements.

5. Identify improvements to the training curriculum and provide recommendations to CLL and client leadership

6. Proactively identify knowledge gaps and operational policies

7. Represent the training organization in meetings and interactions with both Operations and client points of contact.

8. Support team in managing stakeholder relationships at individual assets to constantly improve based on feedback

9. Deliver Classroom and Virtual instructor-led sessions to Asset teams.

10. Work closely with the instructional design team to help build, enhance and update course content based on feedback and expertise

11. Review materials in regards to content and facilitation and evaluations received

12. Conduct periodic audits/ assessments and report feedback

Preferred candidate profile

• Background in training and/or adult learning
• Strong management skills
• Experience in managing both individuals and teams
• Strong understanding of our business, core values, and goals
• Great interpersonal skills in dealing with a diverse population
• Open, honest, and empathetic manner when dealing with people
• High customer service orientation

Perks and benefits