Job Description

Trainer- Blackboard
Greenville, SC THE OPPORTUNITY
With more than 5,000 global education clients, Blackboard is shaping the future of education services around the world. We re at the intersection of technology and education in a time of amazing innovation and disruption, and we re serious about reimagining how higher education enrolls, retains and services students.
Blackboard s Student Lifecycle Services help the world s most progressive institution of all sizes optimize program, marketing, and enrollment investment, as well as eliminate barriers to student success through technology enabled support solutions. We leverage expertise, technology and data to create an efficient, financially sustainable way to nurture students through their educational journey. Through our Strategic Marketing & Enrollment and Student Services & Technology Support solutions, our goal is to build a better education experience for everyone by extending institutional resources to meet the growing demands of learners.
For more information about Blackboard and our career opportunities, please visit www. blackboard. com.
POSITION RESPONSIBILITIES The Training Specialist is responsible for facilitating training sessions, course curriculum development, and assisting with program evaluation. This role serves as a liaison between Operations Managers, Supervisors, Operation Center Advisors, and the Training and Development Department. The Training Specialist will also identify training needs through a variety of methods and partner with the Training Manager to create appropriate Training programs that enhance employee skills.
The Training Specialist will play an integral role in the success of the organization. Specifically s/he will be responsible for:

Communicates and follows up to ensure Operation Center Advisors are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions
Partners with Account Management team to review customer feedback and design and deliver training programs that educate the employee
Develops teaching aids such as training handouts, demonstration models, visual aids, computer tutorials, and reference materials
Conducts training sessions as needed

Audits the customer service knowledge base software for changes and updates and educates employees to these changes
Establishes work procedures relating to training content development and communicates to training team
Responds to employee requests for developed training materials to perform their jobs effectively
Analyzes and reports data gathered from new hire surveys to determine updates needed for current training curriculum
Assists in monitoring, evaluating and recording training activities, outcomes, and effectiveness

Maintains business contacts and liaison with outside groups and professional associations in order to keep the company abreast of advancements/developments in the industry
Works as member/leader of projects that directly contribute to site success
Projects favorable image of the company to promote its objectives and goals and enhance customer relationship.
Any other duties or projects as requested by management

Qualifications:

Bachelor s Degree in related field preferred, High School diploma or equivalent required
Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects
Knowledge of learning management systems and e-learning systems
Ability to review training content and deliver training sessions based on the content
Skilled at facilitating training groups ranging in size from 5-30 participants.

Ability to train all levels of employees
Operate training equipment such as a computer and LCD projectors.
Prioritize and manage multiple tasks effectively
Demonstrate effective communication skills
Skilled at public speaking

Pay strong attention to detail and organization
Handle multiple projects and priorities in a professional and timely manner
Exhibit consistency with processes and daily tasks
Read, analyze and interpret general information and data
Interact with all levels of personnel

Effectively present information in a clear manner, demonstrate procedures, and respond to questions
Create documents using Microsoft Office Excel, Word, and PowerPoint
Exhibits excellent oral and written communication skill
At least 3 years experience in developing materials in Microsoft Office and Adobe products preferred.
Experience providing training resources in a call center helpful.

Previous experience in the education industry and e-learning technologies
Experience in a call center environment strongly preferred

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, or any other protected factor

This job was posted on Sat May 26 2018 and expired on Wed May 30 2018.

Minimum $9K /yr

$43K /yr Average

Maximum $629K /yr

Tasks

Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, or customer representatives.

Design, plan, organize, or direct orientation and training programs for employees or customers.

Offer specific training programs to help workers maintain or improve job skills.

Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.

Obtain, organize, or develop training procedure manuals, guides, or course materials, such as handouts or visual materials.

Monitor, evaluate, or record training activities or program effectiveness.

Develop alternative training methods if expected improvements are not seen.

Evaluate training materials prepared by instructors, such as outlines, text, or handouts.

Evaluate modes of training delivery, such as in-person or virtual to optimize training effectiveness, training costs, or environmental impacts.

Keep up with developments in area of expertise by reading current journals, books, or magazine articles.

Negotiate contracts with clients including desired training outcomes, fees, or expenses.

Attend meetings or seminars to obtain information for use in training programs or to inform management of training program status.

Monitor training costs and prepare budget reports to justify expenditures.

Select and assign instructors to conduct training.

Schedule classes based on availability of classrooms, equipment, or instructors.

Supervise, evaluate, or refer instructors to skill development classes.

Devise programs to develop executive potential among employees in lower-level positions.

Coordinate recruitment and placement of training program participants.

Develop or implement training programs related to efficiency, recycling, or other issues with environmental impacts.

Refer trainees to employer relations representatives, to locations offering job placement assistance, or to appropriate social services agencies if warranted.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Coordination - Adjusting actions in relation to others' actions.

Persuasion - Persuading others to change their minds or behavior.

Instructing - Teaching others how to do something.

Service Orientation - Actively looking for ways to help people.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Operations Analysis - Analyzing needs and product requirements to create a design.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Systems Evaluation - Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Time Management - Managing one's own time and the time of others.

Knowledge

Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Personnel and Human Resources - Knowledge of principles and procedures for personnel recruitment, selection, training, compensation and benefits, labor relations and negotiation, and personnel information systems.

Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

Sociology and Anthropology - Knowledge of group behavior and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.

Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.