Technical Trainer - Junior / Senior (Hybrid)

• Bachelor’s degree in in Finance, Accounting, Business or equivalent preferred.
• Minimum of 1-year experience in Communication Training.
• Must have a strong sense of urgency with the ability to multi-task in a fast-paced environment.
• Excellent Communication skills (written and oral), customer service skills and Project Management skills.
• Excellent problem-solving skills and organizational skills.
• Must have a proven track record of positive performance and reliability.
• Must be able to think "outside the box" to increase efficiency and improve effectiveness in executing responsibilities.
• Competent with MS Office Suite (includes Word, Excel, PowerPoint, Access, Visio, and Project)
• Competent with ServiceNow (Incident Management, Authorship, etc.)
• Competent with any Learning Management System (Adobe captivate, Articulate, etc.)
• Competent with Content Creation.
• Beginner Skills with Video Editing Tools.
• Able to perform in a team environment while maintaining a high degree of customer focus.
• Able to handle confidential information with absolute discretion.
• Highly motivated self-starter that can produce quality work, and complete assignments in a timely manner with little or no supervision.
• Adapts appropriately to various situations, coping with adverse or unusual circumstances and the changing needs of the company.

RESPONSIBILITIES:

Key Functions:

• Develop technical training strategy for department.
• Establish training criteria and grading scales.
• Identify the learning needs, goals, and objectives. Understand the audience and their existing knowledge and skills.
• Plan the learning objectives, assessment tools, content, and delivery methods. Create a detailed blueprint for the training program.
• Shared responsibility for research of the content on the Knowledge Management tool. This is the sole source of information that the stakeholders, and partners, utilize to help internal Albertsons Customers (retail and backstage personnel).
• Serve as second level resource (SME) for the stakeholders, partners, and customers for the more difficult questions and problems.
• Create and assemble the content and learning materials based on the design plan. This includes writing, designing, and producing the training materials.
• Develops curriculum and utilizes training needs analysis and instructional design for different training needs. (Project, Third Party, Up-skill etc.)
• Document and maintain industry standards for technical training.
• Facilitates and conducts instructor-led, face-to-face and online/virtual training classes.
• Create training documentation, such as job aids, handouts, presentations, LMS and Web Training pages, videos, WBT Courses based.
• Shared responsibility for research of the content on the Knowledge Management tool.
• Follows up with New-Hires on a weekly and monthly basis and provide recommendations to the Managers and Supervisors on the status of the New-Hires. This includes verifying ticket accuracy, proper call resolution etc.
• Produce training reports on a weekly, monthly, and quarterly basis. Reports will be designed and created according to the needs of the requestor.
• Deliver the training to the target audience. This phase involves scheduling, logistics, and actual delivery of the training.
• Assess the effectiveness of the training program. This includes both formative evaluation (ongoing feedback during the process) and summative evaluation (final assessment after the training is completed
• Provide management with performance-based training evaluations.
• Flexibility with schedule to ensure availability meetings, and any special project.
• Involved in the recruitment process.
• Performs other work duties as assigned.

Experience required (in terms of years of experience needed): JUNIOR
• 4 year degree and/or equivalent combination of education or work experience.
• 1-2 years of Classroom Training experience, required.
• 1-2 years of Contact Center experience, preferred.
• 1-2 years of Communication Training, required

Experience required (in terms of # of years of experience needed): SENIOR
• 4 year degree and/or equivalent combination of education or work experience
• Five years of Classroom Training experience, required.
• 1-2 years of Contact Center experience, preferred.
• 1-2 years in a leadership role, preferred.
• 1-2 years of Communication Training, required