Terms of Employment
- W2 Contract-to-Hire, 12 Months
- This position is predominately remote. With that said, candidates must be comfortable coming onsite to Owings Mills, MD for in-person training sessions. These instances are very rare – once per month to once per quarter.
Overview
Our client is seeking a Learning & Development Specialist to facilitate training programs, ensuring that Customer Service employees are equipped with the right skills, knowledge/abilities to perform their assigned tasks, strengthen current skills, and acquire new skills to meet current and future business demands. This Learning & Development (L&D) Team supports Customer Service Representatives who service the organization’s Commercial/Large Market customers. This position is open because the organization’s Commercial Market area is growing – and more Customer Service Representative classes are needed to be onboarded. Furthermore, as the organization has moved to more remote work, training and facilitation methods have shifted – with two Trainers needed for these operational trainings versus one Trainer when the trainings were in-person. It is important to note – the Learning & Development (L&D) Specialists will spend the first few months learning the systems and roles they will be training. There are currently four Customer Service Representative classes scheduled to be onboarded in 2024 – and the Learning & Development (L&D) Specialists will have the opportunity to be observers of the training program for the first and second session. The Learning & Development (L&D) Specialists will be responsible for training facilitation – not training content development. Essential functions include the following:
- Facilitates virtual instructor-led training that reflects adult learning ideas to build capabilities and drive behavioral change and engage learners.
- Utilizes business trends and post-learning evaluation to improve training content and delivery.
- Partners with coordinators to maintain scheduling of training courses.
Required Skills & Experience
- Bachelor’s degree and 2+ years of experience delivering classroom trainings and virtual trainings as a Trainer, Training Facilitator, or similar – OR – High School diploma and 6+ years of experience delivering classroom trainings and virtual trainings as a Trainer, Training Facilitator, or similar.
- Experience facilitating virtual trainings using enterprise facilitation / collaboration tools.
- Knowledge of adult learning delivery methods and principles.
- Knowledge and understanding of learning management systems (LMS).
- Proficient in Microsoft Office applications.
- Ability to conduct thorough research to uncover insights.
- Ability to analyze, organize and prioritize work while meeting multiple deadlines.
- Skilled in talking to others to convey information effectively.
- Ability to maintain effective interpersonal relationships.
- Ability to handle multiple customer service demands from internal and external customers, within set expectations for service excellence.
- Ability to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
Preferred Skills & Experience
- Experience facilitating virtual trainings using Microsoft Teams.
- Experience in the healthcare and/or health insurance industry.
- Experience training on customer service operations and workflows.
- Experience using Salesforce.
nTech is an equal opportunity employer. All offers of employment are contingent upon pre-employment drug and background screenings. Only candidates who meet all of the above client requirements will be contacted by a recruiter.
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