The HDMS Sr. Learning Specialist oversees the research, design, and development of training programs for the HDMS contact center hourly positions. This position collaborates with other training specialists, OB Learning, internal contractors, and external vendors in the creation and execution of training deliverables, as well as conducts training needs analysis to determine training objectives, instructional strategies, project scope, time frames, resources requirements, and potential constraints. This position performs task and content analysis to obtain the specific information to be included in the training and the expected deliverables, as well as uses knowledge of instructional design, adult learning theories, and THD to translate business requirements into learning requirements, curriculum maps, and course materials. This position conducts usability tests and pilots to assess training effectiveness, and works with Leadership to help drive process improvements, standards, methods, tools, and competencies in the HDE Operations Center.
MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES
65% - Participates in the planning, conducting, and reviewing of any training within the Operations Center and helps to assess training effectiveness through observation and quantitative analysis. Provides consistent feedback to the team on this analysis.
20% - Works with associates, team, and Leadership to determine individual, team, and department training needs.
10% - Assists in the development of work plans, curriculum maps, and implementation plans.
5% - Tracks industry trends in Training and Learning by participating in various external organizations; benchmarks with other internal and external organizations
NATURE AND SCOPE
This position reports to the Call Center Operations Manager.
This position has 0 direct reports.
ENVIRONMENTAL JOB REQUIREMENTS
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Additional Minimum Qualifications:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
Years of Relevant Work Experience: 3 years
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
The Home Depot and Call Center experience a plus
Experience with the production and execution of classroom based training and adult learning principles
Experience in creating training materials for contact center and retail organizations
Experience supervising teams
Experience conducting learning needs analysis and developing curriculum
Experience in Instructional Design
Knowledge, Skills, Abilities and Competencies:
Proficiency with software including MS Word, MS PowerPoint, MS Excel Experience with Captivate, eLearning, and Learning Management Software is a plus
A working knowledge of content authoring/development tools such as Director Proficient knowledge of Project Management principles and MS Project
Excellent written and communication skills
Excellent interpersonal skills
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