What are the responsibilities and job description for the Specialist, Help Desk Training position at Tractor Supply Company?
Overall Job Summary
This position is responsible for the planning, development, implementation, and support of all training solutions for the Help Desk team. This role determines training objectives and creates the training programs, as well as evaluates the needs and current practices of the Help Desk to determine learning needs. This includes working with leadership and team members to execute and track training plans, identify team member areas for improvement, and work with internal and external parties to ensure that team members are fully equipped to execute their job responsibilities.
Essential Duties and Responsibilities (Min 5%)
Experience: 2 years Store operations, retail, and customer service experience preferred. Experience in a retail store and customer service-focused Help Desk preferred
Education: Bachelor’s degree from an accredited college or university. Any suitable combination of education and experience will be considered.
Preferred Knowledge, Skills Or Abilities
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.
This position is responsible for the planning, development, implementation, and support of all training solutions for the Help Desk team. This role determines training objectives and creates the training programs, as well as evaluates the needs and current practices of the Help Desk to determine learning needs. This includes working with leadership and team members to execute and track training plans, identify team member areas for improvement, and work with internal and external parties to ensure that team members are fully equipped to execute their job responsibilities.
Essential Duties and Responsibilities (Min 5%)
- Develop, design, and create training material and curriculum for training strategies and initiatives
- Organize and facilitate training sessions as well as deliver administrative support for all training material, including knowledge base material
- Deliver live training sessions in multiple settings including classroom, conference call, team meetings, web conference, etc.
- Consult with other trainers, managers, leadership & IT to utilize their resources and instructional technology
- Track and compile collected data from consultations, surveys, and interviews as well as conduct Team Member surveys and interviews to assess their needs
- Work collaboratively with other Business Owners to translate functional specifications into training topics and materials
- Partner with Leadership team to develop certificate programs and recognitions
- Provide training updates to Leadership
- Review team member performance and learning with Supervisor
- Participate in and/or facilitate team meetings
Experience: 2 years Store operations, retail, and customer service experience preferred. Experience in a retail store and customer service-focused Help Desk preferred
Education: Bachelor’s degree from an accredited college or university. Any suitable combination of education and experience will be considered.
Preferred Knowledge, Skills Or Abilities
- Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
- Experience with technologies and best practices for instructional manuals and teaching platforms
- Strict adherence to company Mission Statement and Values
- Excellent verbal and written communication skills as well as people skills (customer focus)
- Organized and able to create multiple timelines and schedules in a fast-paced challenging environment.
- Able to multitask, prioritize, manage time efficiently and must be detail-oriented
- Excellent leadership, team building, mentoring, and conflict management skills
- Able to analyze problems and strategize for better solutions
- Able to work on cross-functional team as well as work independently
- Able to work overtime when needed
- Hybrid / Flexible working conditions
- Sitting
- Lifting up to 10 pounds
- Standing (not walking)
This job description represents an overview of the responsibilities for the above referenced position. It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.
