Support Services Trainer

Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits.

Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team!

Under supervision from the Support Services Director, the Support Services Trainer is responsible for developing and delivering training programs with the goal to improve performance and maintain optimal productivity levels for Contact Center employees.

Major Responsibilities

• Plan instructor-led on-site and virtual training sessions, including developing agendas, scheduling, and communicating with business partners
• Ensure training rooms, venues, equipment, catering arrangements, computer set up, and other requirements are planned appropriately and maintained in a professional environment
• Develop training materials utilizing instructional design best practices
• Ensure all training materials obtain full legal approval prior to use
• Act as a subject matter expert for training materials for all courses
• Act as the ACE University subject matter expert and assign training as needed
• Facilitate recurring/continuous training sessions on-site and virtually
• Facilitate/co-facilitate new hire training and assist in training support during new hire/temp nesting period
• Facilitate training for new hires on all software programs utilized by the three teams; including but not limited to AS400, LMS, Alvaria, MyHR, ACE University, OSS Ticket System
• Train Help Desk new hires on how to perform technical troubleshooting and diagnosis hardware and software issues
• Train all Contact Center employees on new and updated procedures
• Track trainee attendance promptly and maintain training records efficiently
• Track and report training activity and assessment results to management
• Evaluate trainee knowledge retention, skills, and performance through verbal knowledge checks and recorded observations
• Monitor employee performance metrics and identify performance opportunities as well as provide continued onsite and/or remote coaching/training as needed
• Provide routine and ad-hoc training reports to management
• Participate in the development and maintenance of internal processes and procedures for the Support Services departments
• Perform basic administrative tasks including monthly reports, training summaries, and managing the training calendar.
• Perform other duties as assigned

Key Competencies  

• Analytical
• Solution Oriented
• Technical
• Team Oriented
• Time Management
• Organized
• Customer Service
• Attention to Details
• Fundamental Facilitation Skills
• Excellent written and verbal communication skills
• Ability to work in fast-paced environment and efficiently prioritize competing priorities
• Ability to work with all levels within the organization and foster a team environment
• Strong teaching abilities and mentoring skills

Interactions

Other Internal/External Interactions

• Corporate employees, Contact Center agents

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.

While performing the duties of this job, the employee is regularly required to sit, stand or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear.  The employee must occasionally lift and/or move up to 50 lbs.  Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus. 

Position Type/Expected Hours of Work

This is a full-time position, days and hours of work are Monday through Friday 8:00am-4:30pm CT. This position might require long hours and weekend work.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in some work environments can be moderate.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

EEO Statement

Populus Financial Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. In compliance with applicable law, Populus Financial Group does not discriminate against any applicant or employee on the basis of race, color, religion, creed, sex, sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), national origin or ancestry, ethnicity, age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, pregnancy status, or any other protected classification.   This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotions, discipline, compensation, benefits, and termination of employment.