Funciones del Puesto

GENERAL DESCRIPTION OR PURPOSE OF JOB:

The Training Development Specialist is responsible for training new hires and current employees in essential soft skills, including communication, empathy, active listening, and client relationship management. The goal is to ensure that all staff members are equipped to handle client interactions professionally and effectively.

RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

Item
Responsibility/Function
%Time
1
Develop and deliver soft skills training: Design and implement training programs focused on client service soft skills, such as effective communication, conflict resolution, and customer empathy. Collaborate with management to identify training needs based on performance improvement plans and department goals.
60%
2
Provide ongoing training: Conduct regular refresher courses and updates on soft skills to align with evolving client service trends and operational needs.
10%
3
Document training progress: Maintain detailed records of all training activities and ensure accurate and timely completion of employee development documentation.
15%
4
Support departmental initiatives: Assist with various department activities, including policy improvement, feedback analysis, and employee engagement efforts.
15%

Requisitos del Puesto

High School degree or equivalent client service experience
1 year minimum of experience in a customer-facing role
Excellent verbal and written communication skills, with a strong focus on empathy and active listening
Ability to coach and mentor employees in soft skills development
Flexibility in scheduling and adaptability to changing training needs
Strong organizational skills and attention to detail
Proficiency in Microsoft Suite applications and the ability to learn new systems as needed
Ability to work independently and as part of a team, with strong collaboration skills

Experiencia Deseada

Previous experience in a training or coaching role, especially in client services
Familiarity with adult learning principles and training program design