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Training Specialist

Posted Date:11/20/2017 4:27:19 PM
Job Type: Full Time
Req #: JR-09519
Location: Charleston, WV
Job Category: Contact Centers

Job Summary:

Job Description

Responsibilities include but not limited to:

  • Complete training certification process for all contact center related programs in order to meet training facilitation standards as prescribed by National Contact Center Training Department.
  • Facilitate all new-hire and supplemental training programs as directed, including: Contact Center New Hire Curriculums (including Ticketing and Customer Service), Introduction to Telephone Sales Skills, PCI system enhancements training modules, Client and Marketing updates and other training as developed, in a consistent and standardized method.
  • Ensure all programs are facilitated supporting adult learning theory, using criterion-referenced instruction model to ensure transfer of learning and to build core sales/service agent competencies.
  • Ensure integrity of training materials to prevent potential disconnects or deviation from curriculum and course objectives.
  • Maintain accurate records of all training activities (training evaluations, post-training reports, month-end reports) and report to Training Manager and National Contact Center management on a monthly basis.
  • Maintain accurate new-hire training rosters for Human Resources and ensure Payroll receives rosters in a timely manner weekly.
  • Work directly with Training Supervisor/Manager and National Director on all training related projects and performance improvement processes.
  • Maintain and update training materials for all projects, as directed.
  • Partner with Center Leadership Team to stay informed of changes in policies, procedures and processes.
  • Participate in call center meetings, Training Department meetings and national conference calls as assigned.

Skills, Experience and Education

  • Background in conducting and delivering extended training curriculums using large/small group instruction techniques.
  • Supervisor or Quality Assurance skills a plus.
  • Excellent verbal and written communication skills.
  • Computer experience necessary, specifically knowledge of Microsoft Excel, Word, PowerPoint and Outlook.
  • Exceptional attendance required; must be employed with Ticketmaster at least 1 year to be eligible for consideration.
  • Available to work days and occasionally be available to conduct evening shift training classes. Some overtime will be required.

Hours and Salary

This is a full-time hourly position, and offers a full benefits package including health benefits and 401K.  Salary is commensurate with experience.

All interested applicants should complete and submit an Internal Transfer Request Form and resume at:

https://livenation.tms.hrdepartment.com/internal/

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