Training and Development Specialist

Position Purpose:
Under limited supervision, the Training Specialist conducts integrated training needs
assessments; evaluates, coordinates, designs, and/or delivers a comprehensive range of
training and education programs to support call center operations. Delivery methods
include ILT, e-learning, asynchronous and synchronous design and delivery. The Training
Specialist must be able to work flexible hours and schedules to meet the needs of
various projects.

Essential Functions and Responsibilities:
1. Develops training curricula and/or recommends or utilizes programs that meet
instructional goals and objectives, including managing of curriculum development
projects. Development includes Computer Based Training, handbooks, job aids,
demonstration models, multimedia visual aids, computer tutorials, and reference
works and incorporates use and support of a Learning Management System. (45%
of work time)
2. Formulates training outlines and determines instructional methods, utilizing
knowledge of specified training needs and effectiveness of such methods as
individual training, group instruction, lectures, demonstrations, meetings, and
cooperative learning workshops. (25% of work time)
3. Evaluates effectiveness of training and development programs and utilizes relevant
evaluation and quality data to revise or recommend changes in instructions,
methods, or processes. (20% of work time)
4. May review instructor performance and recommend improvements to program
content and/or instructor presentation methods; may assist in recruit, selection, and
training/certification of instructors. (5% of work time)
5. Assists in analyzing and assessing training and development needs for projects,
teams, or individuals. (5% of work time)

The above statements are intended to indicate the general nature and level of work
being performed by employees within this classification. They are not intended to be an
exhaustive list of all responsibilities, duties and skills required of employees assigned to
this job. Employees in this job may perform other duties as assigned.