Training Assistant

Summary   

The Training Assistant provides administrative support to the Learning & Delivery team. Responsibilities include coordination and scheduling facilitation needs during new hire onboarding classes including but not limited to guest speakers, reporting, co-facilitation of modules, agent development while in class,

obtaining supplies, and on special projects as needed. This position deals with a diverse group of internal contacts at all levels of the organization. Independent judgment is required to plan, prioritize and organize diversified workload. When not in training, the Training Assistant will participate in taking calls,

quality calibration sessions, and completes special projects as assigned.

Responsibilities

• Coordinate guest speakers and Subject Matter Experts to address new hire classes
• Provide administrative support while class is in session
• Perform clerical duties such as organizing digital and paper files and printing/copying documents,
• graduation certificates, and name tents
• Perform data entry tasks including entering new hire data (attendance, assessment scores,
• systems info) into daily training reports
• Submit Help Desk and systems access issues to the appropriate support teams
• Assist transition from Training to Production by supporting first week of ABay/Nesting
• Escalate new hire agent concerns to Training Specialist as needed
• Participate in calibration sessions and meetings with Training, Operations, and Client
• Under the trainer’s guidance, learn to evaluate performance in accordance with standards and with the intent of helping our trainees to be Best-in-Class
• Working closely with the trainer, assist in monitoring live and/or recorded agent interactions during training to ensure adherence to client and Percepta standards

Education

• High school diploma or GED

Experience

• 1-2 years office administration experience preferred
• Learning and Development background preferred
• Contact center training experience preferred

Skills

• Strong communications and presentation skills
• Organizational skills
• Analytical skills to review new processes and derive potential impact to program
• Ability to create new training tools with minimal assistance
• Strong listening skills
• Strong leadership skills
• Computer Skills – MS Office: Word, Excel, PowerPoint, Outlook, and Internet
• Proven ability to perform in a fast-paced environment and with minimal supervision
• Able to work a flexible schedule to include extended evening and weekend hours as needed
• Ability to work in a team environment as well as autonomously
• Ability to stand for long periods of time while delivering classroom training
• During downtime, proactively research current training trends to apply in training