Training Specialist (Temporary Position)

What your impact will look like here

• Training Facilitation: 
• Deliver engaging and impactful training sessions to Customer Experience teams on both technical (software) and soft skills.
• Utilize diverse facilitation techniques suited for adult learners, including lecturing, role-playing, problem-solving, group activities, flipped classroom models, simulations, coaching, and consensus-building.
• Adapt facilitation methods to suit various learning styles, ensuring comprehension and retention for all participants.


• Technical Training:
• Conduct training sessions focused on software tools such as Salesforce, ServiceCloud, and other platforms relevant to Customer Experience roles.
• Ensure participants are proficient in using tools and systems by providing hands-on exercises, real-world scenarios, and troubleshooting guidance.


• Soft/Behavioral Skills Training:
• Facilitate training on essential soft skills such as communication, cross-cultural communication, influence, relationship building, interpersonal effectiveness, customer orientation, and adaptability.
• Employ simulation-based and role-playing exercises to help participants apply soft skills in practical, real-world situations.
• Foster discussions and activities to build consensus, enhance analytical thinking, and improve adaptability and execution in customer-facing scenarios.


• Learning Environment Management:
• Create a positive, inclusive, and engaging learning environment where participants feel encouraged to ask questions, participate actively, and practice new skills.
• Establish ground rules and manage group dynamics to ensure productive interactions and respectful exchanges.


• Continuous Improvement:
• Gather feedback from training sessions to assess effectiveness and identify areas for improvement.
• Work with the L&D team to refine training materials and delivery methods based on participant feedback and learning outcomes.
• Stay current on adult learning theories and facilitation techniques to continuously improve training effectiveness and learner engagement.


• Administrative Duties:
• Maintain accurate training records, including attendance, assessments, and feedback forms.
• Prepare and update training materials and resources as needed.
• Report training metrics and insights to the Learning & Development team and Customer Experience leadership.

You will love this job if you have

• Who You Are:
• You are a highly skilled trainer with a deep understanding of adult learning principles and a passion for helping people grow and succeed. You have experience delivering both technical and soft skills training, using a wide range of facilitation techniques to reach diverse learners effectively. You are organized, adaptable, and excel at managing group dynamics to create a positive and productive learning environment. Your knowledge of software platforms, paired with your ability to coach and engage, will equip our Customer Experience teams with the skills they need to thrive.


• Experience: 2-3 years in training facilitation, ideally with experience in both technical (software-focused) and soft skills training.
• Facilitation Skills: Proficient in a variety of adult learning methodologies, including lecturing, role-playing, problem-solving, flipped classrooms, simulations, coaching, and group activities.
• Technical Proficiency: Comfortable delivering training on software tools, specifically Salesforce, ServiceCloud, and other Customer Experience platforms.
• Soft Skills: Strong interpersonal and communication skills, with the ability to facilitate training in areas like cross-cultural communication, influence, relationship building, customer orientation, analytical thinking, and adaptability.
• Organized & Detail-Oriented: Able to manage training schedules, track participation, and keep accurate records of learning outcomes and participant feedback.