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Digital Training Coordinator - REMOTE

Company: Shaw Industries, Inc.
Location: Dalton
Posted on: June 11, 2021

Job Description:

Job Title

Digital Training Coordinator - REMOTE

Position Overview

Customer Service Digital Training Coordinators transition associates throughout their learning process within Customer Service including both Client Contact Center and Client Solutions business segments. They coach, mentor, monitor and evaluate associate performance to ensure training success in a virtual environment and a positive learning experience. Digital Training Coordinators create, develop and facilitate eLearning content using a variety of instructional methods and designs. These coordinators document process changes, define requirements, train, educate and advocate Customer Service systems utilization. Champion change management at the user level to create successful adoption of new solutions.

Responsibilities

  • Own collaboration with business partners to identify current and future training needs to ensure key learning objectives are met.

  • Develop self-paced eLearning curriculum, storyboards, online tutorials and assessments.

  • Assist on project-related tasks, such as identifying, defining, and organizing project requirements and proposing innovative training solutions to meet defined objectives.

  • Demonstrate a strong commitment to the mission and vision of the organization.

  • Optimize schedule, technology resources and content to maximize learning investment appropriately.

  • Document project updates & participate in weekly report outs.

  • Maintain a high Standard of Conduct for self and participants in all sessions- Attend, be prepared and ready to start on time and concentrate on learning at hand.

  • Facilitate Customer Service Orientation to a virtual audience and continuously update for improvements and compliance accuracy.

  • Facilitate training and manage people in remote classroom environments including but not limited to 1:1 discussions such as knowledge assessments, training opportunities, etc.

  • Provide process improvement support, which includes identifying and performing root-cause analysis to resolve, prioritize, and escalate system/process/procedure issues.

  • Routinely lead teams (ex. Configuration, enhancement requirements, testing)

  • The passion to learn continuously. Independently seek and participate in industry and professional organizations and learning publications to stay up-to-date with knowledge, trends and competitor remote training techniques.

  • Complete administrative tasks that document training records for associates as defined in Records Retention policies and procedures.

  • Preserve trust as it relates to confidential information/situations specific to departments, associates, managers and Human Resources.

  • Serve as business application expert for Customer Service platforms and processes by responding to business changes and troubleshooting system issues.

  • Develop and facilitate on-going soft skills training for new and existing call center representatives.

Competencies

  • Communication Effectively

  • Initiate Action

  • Adapt and Change

  • Continuous Improvement

  • Collaborate

Requirements

  • High School Diploma/GED required. Associate degree or higher education preferred.

  • Minimum 1 year experience in leadership, development and successful coaching of adults

  • Experience creating content for adult learning using multiple digital delivery methods and techniques

  • Excellent verbal and written communication skills with attention to detail

  • Maintain a virtual visual presence throughout each work day, as needed.

  • Proactive and positive self-starter with a passion for continuous improvement of the processes around you.

  • Ability to work in a team based collaborative virtual environment.

  • Ability to maintain confidentiality of sensitive issues

  • Ability to work flexible hours, overtime and/or weekends as required by business needs.

Preferences

  • Associate Degree or higher

  • Google Suite: Google slides, Google Meet experience

  • Web based facilitation and/or training experience facilitation experience

Hours 8:00 - 5:00

Location- Remote

Work Shift

Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.

Keywords: Shaw Industries, Inc., Chattanooga , Digital Training Coordinator - REMOTE, Other , Dalton, Tennessee

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