Primary Responsibilities

• Provides project trainings to newly hired employees.
• Creates training materials for product trainings and ensures training materials are up to date with current procedures and processes.
• Participates with project management team during initial planning for new product rollouts and major application releases.
• Evaluates effectiveness of the training curriculum by analyzing the performance measurements and gathering feedback from departments.
• Researches and documents procedures for content management and publishing on intranets/online job ads.
• Designs and generates reports related to the Learning Management System and tracking department metrics.
• Facilitates classroom and distance learning for multiple job functions, supporting various products and partners and consumers.
• Conducts trainee evaluation with a variety of methods; performance management through quality monitoring, feedback, coaching and reporting.
• Identifies and researches process improvements.
• Collaborates with business personnel.
• Plays key role on projects affecting Tier 2 and 3 departments.
• Serves as a call center Subject Matter Expert; conducts job task and/or content analysis, clarifies details, identifies issues and recommends solutions.
• Formulates launch plans, executes, delegates and manages resources.
• Travels to outsourcer location to co-train, coach and certify trainers.
• Fosters a team environment of shared ownership in the execution of call center launches.
• Establishes and maintains a strong partnership with outsourcers to achieve goals and ensure contractual obligations are met as they relate to training.
• Plans, coordinates and supervises the roll-out of all training initiatives, including (but not limited to) training of new employees, new products (up-training), changing of procedures.
• Periodically ensures accuracy of content delivered by observing the facilitation of MoneyGram classes either through travel or distance technology.
• Creates and implements plans to consistently audit all outsourcer’s training materials including customized procedures.
• Monitors outsourcer training effectiveness by evaluating the metrics they provide and evaluate job performance through regular call calibration sessions.
• Periodically audits Outsourcers Training materials to ensure the consistency of material contents and communication with the outsourcers.
• Reviews post training metrics provided by outsourcer to monitor effectiveness of training.
• Performs other duties as assigned.

Qualifications

• BA/BS preferred.

Experience

• 5+ years’ experience facilitating learning.
• Previous experience instructional design and curriculum design a plus.

Essential Skills

• Experience with formal instructional design methods.
• Basic experience and aptitude working with e-learning authoring applications, and web based or other multimedia training tools.
• Knowledge of Tier 1 and Tier 2 processes.
• Solid facilitation skills in instructor led training and virtual instructor led training formats.
• Experience presenting to and facilitating management groups.
• Analytical skills, including the ability to identify complex problems and recommend solutions.
• Ability to identify, support and execute change.
• Effective oral and written communication skills; must be able to communicate professionally at all organizational levels, internally and externally.
• Must be able to work independently and possess initiative when carrying through assignments.
• Ability to analyze course materials and learner information.
• Ability to adjust delivery style to meet learner needs.
• Skills to establish and maintain instructor credibility and manage the learning environment.
• Excellent ability to provide fair and specific feedback.
• Ability to lead and develop outsourcer training staff.
• Experience researching and analyzing information from a variety of sources.
• Experience creating learner evaluation and measurement methods.
• Ability to react quickly to a flexible work environment.
• Ability to work independently and successfully manage multiple projects/priorities in a dynamic environment.
• Strong time-management and organizational skills; ability to work under tight deadlines.
• Project Management experience, preferred.
• Basic or intermediate familiarity with Learning Management System administration, publishing, and reporting functions.