Training Specialist
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*OPEN TO REMOTE WORK ARRANGEMENTS

Company Overview

As the fastest growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to “Show the World a Better way to Outsource”.

What does this mean?

We are more than just an outsourced contact center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest growing private companies in the US, one of the fastest growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

 

Main Duties and Responsibilities

As a critical part of our ambitious training team, this position will inspire a learning culture that enables a world-class ninja support team in providing exceptional customer experience to support a number of our client accounts. The Training Specialist will deliver training programs in both a live classroom and virtual environment from within our Dallas office. 

Job Responsibilities:

  • Facilitate live and virtual training sessions covering specified areas such as technical, operational, and/or management areas in a specified field
  • Formulates training outlines and determines instructional methods utilizing knowledge of specified training needs and effectiveness of such methods such as individual training, group instruction, lectures, demonstrations, meetings, and workshops
  • Coordinates administrative functions necessary to deliver and document training programs
  • Evaluates the effectiveness of training and development programs, and utilizing relevant evaluation data to revise or recommend changes in instructional objectives and methods
  • Assists in analyzing and assessing training and development needs for individuals, departments, and/or external organizations
  • Immerses oneself in client account processes and tools.
  • Develop, design, coordinate and facilitate new hire training programs. 
  • Establish and maintain relationships with internal subject matter experts (SMEs) and external vendors, working consultatively to assess learning needs, determine optimal instructional delivery methods, and design solutions to meet objectives.
  • Assist with LMS administration, implementation, reporting, and analytics.
  • Effectively communicate with team members and all stakeholders to ensure objectives, timelines, and goals are being met.
  • Develop various training materials, including job aids, training guides, facilitator guides, and participant materials.
  • Develop and retain an up-to-date knowledge of current operational practices.

 

Qualifications:

  • Bachelor's degree in relevant field or equivalent experience/training required.
  • 3-5 years previous experience as a trainer in large scale multi-site contact center operations
  • Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), Google Suite, and instructional software
  • Strong project management skills with the ability to supervise multiple projects
  • Excellent interpersonal skills and communication with all levels of management
  • Knowledge of adult learning theory and instructional design best practices.
  • Experience administering Learning Management Systems. 
  • Ability to synthesize and communicate complex information in a clear and effective manner.
  • Knowledge of e-learning authoring tools (e.g., Adobe Captivate, Articulate, Vyond, etc.)