Training & Development Specialist
Bristol, VA


POSITION OBJECTIVE:

• Promote and comply with the Point Broadband Value System.
• Challenge and inspire team members to perform at the highest possible level.
• Develop material for multi-format training programs for various departments and disciplines related to customer care and service delivery.
• Deliver training material to new and existing employees. Work with subject matter experts to refine and assist with the delivery of technical training material.
• Observe, review and ensure quality of employee performance. Work alongside leadership staff to enhance employee performance.
• Travel to remote work locations to train and observe staff in all markets.
• Cope in a technically complex and fast-changing environment, and to respond calmly and rationally to changing aspirations in a deadline-driven situation.
• Plan future projects and initiatives in accordance with company goals.
• Customer advocacy.

• Proficiency in customer communications methods and strategies including sales, deescalation, retention and troubleshooting.
• Adequate technical understanding of all Point Broadband services and delivery methods in order to facilitate training program.
• Regular coaching and training sessions with employees.
• Process improvement.
• Onboard and train new employees.
• Coordinates and reviews materials with stakeholders to ensure consistent delivery and implementation of all market and operational company initiatives.
• Develops training measurements via quizzes and third-party certifications. Reviews individual certifications to ascertain level of retention, ability to perform the assigned role and coaches employees to the desired level of performance.
• Employee, team and department level performance metrics collection and analysis to ensure training methods and outcomes are satisfactory.
• Make recommendations for the creation, modification and execution of policies and procedures.
• Ensure that new product and system documentation creation and training is accomplished.
• Contribute to budgetary planning for department and execution of capital and operational plans.
• Other duties as assigned by management.

EDUCATION:

Preferred qualified candidates should possess a four year college degree in education, training, business or a technical field; 3-4 years call center experience; or an equivalent combination of both education and experience. The call center experience must include at least two years of experience in a supervisory or training capacity.

EXPERIENCE:

Proven ability to creatively develop and deliver training material and programs. Experience in in-bound contact centers, broadband service providers, business management or related is required. Experience with fiber-to-the-premise and fixed-wireless networks is a plus.

​​​​​​​WORKING CONDITIONS:

This position requires work indoors with the occasional need to travel. Work requiring lifting of up to 25lbs may also be necessary on occasion.