Home Depot
Senior Learning Specialist - Contact Centers
Home Depot, Atlanta, Georgia, United States, 30383
Position Purpose:
Oversees the research, design, and development of Training programs for Customer Care.
Collaborates with other Training Specialists, THD Learning, internal contractors, and external vendors in the creation and execution of training deliverables.
Conducts training needs analysis to determine training objectives, instructional strategies, project scope, time frames, resources requirements, and potential constraints.
Performs task and content analysis to obtain the specific information to be included in the training and the expected deliverables.
Uses knowledge of instructional design, adult learning theories, and THD to translate business requirements into learning requirements, curriculum maps, and course materials.
Conducts usability test and pilots to assess training effectiveness.
Works with Leadership to help drive process improvements, standards, methods, tools, and competencies across the SSC/Call Center Learning Development Team.
Key Responsibilities:
30% Guides and directs work for team to ensure proper course/curriculum creation and delivery. Provides coaching, teaching, and training to team.
30% Participates in the planning, conducting, and reviewing of any training within Call Center and helps to assess training effectiveness through observation and quantitative analysis. Provide consistent feedback to the team on this analysis.
15% Assists in the development of workplans, curriculum maps, and implementation plans.
15% Works with associates, team, and Leadership to determine individual, team, and department training needs.
10% Tracks industry trends in Training and Learning by participating in various external organizations; benchmark with other internal and external organizations
Direct Manager/Direct Reports:
Position reports to Manager, Training
Accountable for direct supervision of the work activities of others while in the training and onboarding environment only. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.
Travel Requirements:
Typically requires overnight travel less than 10% of the time.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Experience with the production and execution of classroom based training and adult learning principles
Experience in creating training materials for contact center and retail organizations
Experience supervising teams
Experience conducting learning needs analysis and developing curriculum
Experience in Instructional Design
The Home Depot and Call Center experience a plus
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
No additional education
Minimum Years of Work Experience:
2
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Proficiency with software including MS Word, MS Powerpoint, MS Excel
Experience with Captivate, eLearning, and Learning Management Software a plus a working knowledge of content authoring/development tools such as Director
Proficient knowledge of Project Management principles and MS Project
Excellent written and communication skills
Excellent interpersonal skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Oversees the research, design, and development of Training programs for Customer Care.
Collaborates with other Training Specialists, THD Learning, internal contractors, and external vendors in the creation and execution of training deliverables.
Conducts training needs analysis to determine training objectives, instructional strategies, project scope, time frames, resources requirements, and potential constraints.
Performs task and content analysis to obtain the specific information to be included in the training and the expected deliverables.
Uses knowledge of instructional design, adult learning theories, and THD to translate business requirements into learning requirements, curriculum maps, and course materials.
Conducts usability test and pilots to assess training effectiveness.
Works with Leadership to help drive process improvements, standards, methods, tools, and competencies across the SSC/Call Center Learning Development Team.
Key Responsibilities:
30% Guides and directs work for team to ensure proper course/curriculum creation and delivery. Provides coaching, teaching, and training to team.
30% Participates in the planning, conducting, and reviewing of any training within Call Center and helps to assess training effectiveness through observation and quantitative analysis. Provide consistent feedback to the team on this analysis.
15% Assists in the development of workplans, curriculum maps, and implementation plans.
15% Works with associates, team, and Leadership to determine individual, team, and department training needs.
10% Tracks industry trends in Training and Learning by participating in various external organizations; benchmark with other internal and external organizations
Direct Manager/Direct Reports:
Position reports to Manager, Training
Accountable for direct supervision of the work activities of others while in the training and onboarding environment only. In addition to personnel issues -- including selection, termination, performance appraisal and professional development of subordinates.
Travel Requirements:
Typically requires overnight travel less than 10% of the time.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Experience with the production and execution of classroom based training and adult learning principles
Experience in creating training materials for contact center and retail organizations
Experience supervising teams
Experience conducting learning needs analysis and developing curriculum
Experience in Instructional Design
The Home Depot and Call Center experience a plus
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
No additional education
Minimum Years of Work Experience:
2
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Proficiency with software including MS Word, MS Powerpoint, MS Excel
Experience with Captivate, eLearning, and Learning Management Software a plus a working knowledge of content authoring/development tools such as Director
Proficient knowledge of Project Management principles and MS Project
Excellent written and communication skills
Excellent interpersonal skills
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.