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Training Coordinator

Training Coordinator

Job ID 5711
Job Location Albuquerque - NM
Full-Time/Part-Time Full-Time

This is an Indian Preference Contract.

 

 

The Training Coordinator is responsible for constructing training coursework and materials to address specific learning objectives for the Trust Beneficiary Call Center (TBCC) and related initiatives. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following.  Other duties may be assigned.

 

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.

 

Nature of training involves subjects that are high in complexity and require subject manager expertise.  Knowledge that responses are nor scripted and require frequent probing of callers for specific information. 

 

Proficient in using automated tools and search and information retrieval systems, plus knowledge and experience with contact management systems. 

 

Design, develop, and deliver training programs for all levels of staff. 

 

Performs administrative duties related to staff training such as scheduling classes, providing materials and a database of training material. 

Collaborates with all areas and responsible parties related to the assigned project life cycle to ensure effective project planning, tracking and overall success (including management, development, systems, testing, training, and other related areas).

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

 

Plans daily activities within the guidelines of company policy, job description and supervisor’s instruction in such a way as to maximize personal output.

 

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers.  Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources.  Will immediately correct any unsafe conditions to the best of own ability.

 

EDUCATION/EXPERIENCE

Bachelor’s degree and/or specialized prior experience.  Two or more years’ specialized prior experience required.  Call center experience preferred. 

 

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

  • Working knowledge of Trust Beneficiary programs
  • Knowledge of HP Service Manager software and other third party reporting tools, such as Business Objects
  • Knowledge of Customer Resource Management (CRM) software
  • Knowledge of Microsoft Office and Windows programs
  • Excellent written and verbal communication skills
  • Ability to manage multiple projects and priorities in a timely manner
  • Ability to develop effective working relationships and to work in a team environment
  • Ability to work collaboratively and independently
  • Ability to encourage and facilitate cooperation from others
  • Ability to resolve conflicts and grievances in a constructive manner

 

CERTIFICATES, LICENSES, REGISTRATION

 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry.  Financial background helpful.

 

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

 

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professiona1journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.