Call Center Training Development Specialist

PHEAA is a nonprofit student aid organization that holds a mission of providing affordable access to higher education.

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Salary : Commensurate with experience starting at $41,117.00 Pay grade 12

Shift : Monday through Friday 8 : 00 AM - 5 : 00 PM

Location : Harrisburg, PA. Hybrid work schedule

Department : State Grants and Special Programs

The Call Center Training Development Specialist writes and edits content specific to training employees on call center functions.

Training materials include manuals, handouts, worksheets, knowledge assessments, Adobe Captivate presentations and other resources.

The Call Center Training Development Specialist may also develop and maintain procedural documents for technical and non-technical audiences.

This position is also responsible for delivering training for new hires as well as seasoned staff. This position performs at a moderate level of complexity with a high level of proficiency under general supervision.

Primary Duties and Responsibilities

Training Content Development

Create and maintain training materials using instructional design methodologies and software while ensuring alignment with procedural manuals and Knowledge Base.

Design materials in a manner that simplifies complex concepts and technical topics and also incorporates elements of fun for increased learning engagement.

Develop and implement assessment tools that identify effectiveness of learning and opportunities for future improvement.

Identify and implement training improvements and enhancements into training materials. Measure and report results of changes.

Demonstrate ownership related to content creation / updates, collaborates with subject matter experts and training staff to ensure materials are effective.

Review all materials for consistency and grammatical accuracy while meeting industry standards.

Publish new and updated content on Compliance 360.

Provide recommendations for improved training content, materials, and delivery. This should include opportunities for self-paced learning as well as, multiple avenues of delivery.

Research and Analysis

Research and analyze change requests for impact to training materials.

Keep abreast of new documentation, training strategies, and techniques within the industry and provide input to team practices and processes.

Provide and meet time estimates for assigned tasks.

Support content management in Compliance 360.

Training

Facilitate and manage effective discussion and dialogue to enhance the learning experience in a diverse classroom environment.

Analyze training effectiveness through test scores, production statistics and error ratios, and additional mentoring needed during training as well as after training follow up.

Other Duties and Responsibilities

Comply with the Agency’s enterprise security and privacy policies and departmental procedures.

Other duties and as assigned.

Required Skills

Bachelor’s degree in Business Administration, Journalism, English, Communications, Instructional Design or related field and two to four years of experience in writing, editing and / or training or any combination of equivalent experience and education will be considered.

Solid skills with writing, editing, designing, and documenting non-technical training materials.

Proven ability to research subjects for training documentation.

Demonstrate ability to work under deadlines.

Track record of analytical and problem skills.

Proven interpersonal skills with the ability to present complex and sensitive issues with various levels of personnel in a professional manner.

Possess strong communication skills.

Demonstrated ability to lead and motivate a team.

Proven ability to foster a collaborative work environment.

Proficient skills with Microsoft Office Suite.

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.

Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.

Required Experience

Bachelor's degree

Bachelor’s degree in Business Administration, Journalism, English, Communications, Instructional Design or related field and two to four years of experience in writing, editing and / or training or any combination of equivalent experience and education will be considered.

Solid skills with writing, editing, designing, and documenting non-technical training materials.

Proven ability to research subjects for training documentation.

Demonstrate ability to work under deadlines.

Track record of analytical and problem skills.

Proven interpersonal skills with the ability to present complex and sensitive issues with various levels of personnel in a professional manner.

Possess strong communication skills.

Demonstrated ability to lead and motivate a team.

Proven ability to foster a collaborative work environment.

Proficient skills with Microsoft Office Suite.

PHEAA’s environment welcomes and supports our employees, customers, and stakeholders; we seek out and value differing perspectives and contributions.

Our organizational culture promotes diversity, equity, and inclusion at all levels of the organization.