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Learning Specialist
AAA Mid-Atlantic Inc
New York, NY, United States
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Do you have…
• A commitment to providing exceptional service?
• Professional expertise and a passion for what you do?
• A high level of integrity?
• An ability to work independently and collaboratively as a team member?
• Creative thinking and problem-solving skills?
• Dedication to developing your own skills and knowledge?
Our most successful associates demonstrate these qualities every day.
The primary duties of the Contact Center Learning Specialist are to:
• Ensure learning initiatives align with strategies and support business goals. Employ adult learning theory and methodologies to analyze learning needs, design, develop, implement and evaluate learning programs that drive business results. Leverage technology to design e/blended and traditional instructor-led education, and deploy through instructor-led, virtual instructor-led and self-paced web-based venues.
• Applies adult learning theory to independently facilitate instructor-led business line specific training for Associates via physical classroom and/or virtual instructor-led formats. This includes demonstrating proficient delivery skills by applying adult learning techniques and creating an environment that is conducive to learning.
• Evaluates, documents, and monitors Associate performance during learning and/or support initiatives, identifies areas of opportunity, provides reports/updates to appropriate management, and if necessary, recommends appropriate action that may include coaching skill development. Incorporates internal and external monitoring processes when available and provides feedback to Associate’s supervisor/manager.
• Monitors computer applications functionality and ensures that updates are available to, and understood by, the business line Associates. Records and reports any malfunction or misinformation to the appropriate personnel.
• Analyzes appropriate business line reports to identify trends and makes recommendations based on the data to appropriate management.
• Partners with the Learning Technology team, Management, and/or higher level Learning Specialists to develop learning objectives, and/or update learning program content and affiliated materials such as job aides, leader guides, and participant guides as directed.
Minimum Qualifications:
• Associate’s degree and/or completed training coursework.
• Two to four years of experience in related business with and direct customer contact experience.
• Proficient computing skills including use of the Internet, as well as standard business application software (e.g. Microsoft Word, Excel, Power Point, etc.) .
• Ability to facilitate training programs, applying the techniques of Adult Learning.
Why Join Us?
AAA is a great place to work. We provide a stable working environment with challenging and exciting career opportunities. To the qualified candidate, we offer:
• A competitive salary, dependent on experience
• Annual Bonus Eligibility
• Comprehensive benefit package including, but not limited to: 3+ weeks of Paid Time Off during the first year, 401k plan with employer match up to 7%, Health & Life Insurance, Tuition Reimbursement, and a complimentary AAA Premier Membership.
Applicants have rights under Federal Employment Laws:
The Equal Employment Opportunity (EEO)
The Employee Polygraph Protection Act (EPPA)
The Family and Medical Leave Act (FMLA)