Sr Analyst-Workforce Perf

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Responsibilities

Verizon Retention Center of Excellence Trainer and Facilitator position

***Must be available to work overnight tours during the work week and weekends***

Responsible for conducting training and facilitation for the Center of Excellence Retention Team. Responsible in retention skills/products/systems/technical support, leadership, management, initial training (as necessary) cross-functional and other training sessions. Key partner with workgroup for continuous training improvement and program effectiveness to improve overall churn and Customer Loyalty

  • Deliver advanced solution skills/products/systems/technical support, data, leadership, management, cross-functional and other training sessions using adult learning training methodology, appropriate media, trainer materials, and effective presentation skills
  • Identify alternate solutions/learning when delivery challenges arise (materials, content, room set-up).
  • Be dynamic and respond appropriately to learner needs (clarification, examples, feedback, coaching & listening).
  • Establish and maintains expertise in functional role responsible to teach
  • Manages classroom environment so it is safe and conducive to learning
  • Partner with leadership, attend regional/area/national project meetings, conduct workgroup observations (store visits, floor observations, business-to-business ride-along) for effective use of business acumen (tie to KPIs) through direct knowledge/experience with workgroup
  • Evaluates the effectiveness of training conducted (class feedback, follow-up, surveys).
  • Lead, prepare, attends, and successfully completes train-the-trainers certifications as appropriate
  • Lead, manage, and actively participates in team/program meetings
  • Conduct peer-to-peer observations and provides coaching & feedback
  • Establish, maintain and share effective communications with other departments
  • Build strong relationships with other departments
  • Partners with national curriculum development teams on national project curriculum development and project support (curriculum review, certifications, UAT, and revisions)
  • Communicate curriculum or program effectiveness back to leadership and/ or national curriculum development team
  • Training plan execution from conception to implementation
  • Track and monitor registration & attendance for all participants
  • Ensures preparation of training room (media, set-up, materials, room reservations, devices, rosters).
  • Manage and prioritizes multiple courses
  • Manage reporting responsibilities; i.e. expense reports, VZ Timesheet, monthly tracking reports, rosters, store/team visit reports.
  • Complete all required training and assessments supporting VZW initiatives
  • Utilization of media effectively. (tv/video, PowerPoint, projector, online learning/blended)
  • Establish and maintain trainer credibility (VZW core values, VZW credo, business acumen, professionalism, appearance, relevance, field/content experience).
  • Effective mastery and utilization of training materials (leader guide, participant materials, job aids).
  • Managing the classroom environment (participant challenges, utilizing room/space, handling roadblocks).

Qualifications

Minimum of 2 years of facilitation experience

  • Proficient knowledge of Microsoft Word, Excel and PowerPoint
  • Ability to demonstrate high degree of professionalism, flexibility and integrity
  • Ability to work independently with minimal supervision while contributing to overall team success.
  • Must have excellent attendance and be willing to work outside of regular business hours.
  • Must demonstrate flexibility; must be able to adapt to changing business needs and the needs of the trainees.
  • Commitment to developing others and helping them to succeed is critical to success.
  • Ability to utilize a variety of delivery principles & training methods to deliver effective learning (discussions, lecture, online).
  • Ability to identify alternate solutions/learning when delivery challenges arise (materials, content, room set-up).
  • Effective verbal and written communication skills
  • Effective presentation skills (eye-contact, body language, non-verbals, movement, energy).

 

Desired

  • BA/BS in Business Administration, Communications, Education or Organizational Development
  • Strong Technical Acumen and Sales experience preferred
  • CTT+ certification considered a plus

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.