Training Specialist

Summary:

The Training Specialist is responsible for facilitating training programs for call center staff, including front-line representatives, team leads, and entry-level managers. This role ensures employees are equipped with the knowledge, skills, and tools needed to deliver exceptional customer service, comply with company policies, and meet performance goals.

Essential Functions:

• Plan, coordinate, and deliver comprehensive training sessions focused on call handling, customer service, soft skills, system navigation, product knowledge, and compliance standards.
• Conduct needs assessments to identify skill gaps and training opportunities across teams.
• Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics; collaborate with management and colleagues to revise content and approach as needed for continuous improvement.
• Partner with internal subject matter experts and external vendors as needed to ensure accurate and relevant training content.
• Administer knowledge checks, skills assessments, and certification exams; document results and arrange follow-up coaching or retraining when necessary.
• Manage logistics for training sessions, including scheduling, room setup, technology support, and materials distribution.
• Stay current on industry best practices, tools, and trends to enhance training strategies.
• Uphold and model Company policies and procedures
• Provide operational and strategic support regarding high level matters that impact the operations of the business
• Keep up-to-date knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area (including FDCPA laws and state laws) to ensure compliance with all state and federal regulations and with Company policies and procedures
• Maintain regular attendance and timeliness which are required due to the production-based nature of the business and client requirements
• Provide proactive feedback to management concerning potential problems and recommendations for improvement. Recommend process improvements for efficiencies and best practices
• Adhere to all Company, Client and Consumer confidentiality and security policies and procedures

Non-Essential Functions:

• Perform other related duties as assigned to support the department’s success.

Qualifications:

• Minimum of 1 year of experience in a call center or customer service environment.
• Strong communication and skills with the ability to engage diverse learners.
• Experience with Microsoft Office Suite and virtual training tools (e.g., Zoom, Teams, Webex, Learning Management System).
• Strong organizational skills and attention to detail.

Supervisory Responsibilities:

• Assist in supervisory functions during training by providing guidance, performance feedback, and support to new hires and trainees, while escalating personnel matters to designated supervisors as needed.

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment. This is a remote position, subject to Work at Home requirements.

Physical Requirements

• While performing the duties of this job, the employee is regularly required to talk, type, see, and hear while sitting at a computer for extended periods of time. The employee frequently is required to multi-task (e.g., talk and type simultaneously). The typing aspect of the job requires the employee to reach with hands and arms; and use hands and fingers to handle/feel the keys. The job requires extensive use of keyboards and computers

Position Type/Expected Hours of Work

• Some flexibility in hours allowed but must be available during the department’s scheduled hours and guidelines. Full-time employees must maintain continuous full-time employment status

The position description lists the primary functions and requirements of the role and is not all-inclusive. Other responsibilities may be assigned at any time with or without notice. The position description is subject to change to meet the needs of the business. Reasonable accommodations will be provided to disabled individuals when such accommodations would allow the disabled individual to perform the essential functions of the position without causing an undue hardship for the Company.

Radius Global Solutions LLC is an Equal Opportunity Employer

EEO/Veteran/Disabled

Originally posted on Himalayas