Customer Service Technical Trainer

Job Purpose: Supports the OUC Technical Training organization, concentrating on development and delivery of technical training for the customer experience and sales personnel. Assists in the development of training assessment tools. Provides technical guidance and hands on training opportunities for Customer Experience and Sales and provides initial refresher and continual training for all appropriate personnel .

Primary Functions: Provide classroom based instruction for all areas in OUC’s Customer Experience Sales department through multiple modes of instruction while creating a positive learning atmosphere and ensuring compliance with all training policies and procedures; Assist in designing and developing training curriculum, to include enhancing, modifying, customizing, and updating; support the development of curriculum needed by customer experience operations and other supported business units; Ensure collaboration with the Training Quality team and other customer service job groups; Assist in the development of training assessment tools such as tests and competency evaluation worksheets; Support efforts to determine effective instructional procedures and/or training methods such as individual training, group instruction, self-study techniques, demonstrations, and computer based training as appropriate; Assist with establishing metrics to properly demonstrate training performance measurements; Partner with leadership to conduct needs analyses to determine training needs and evaluate existing program; Assist in quality coaching and monitoring; Other duties as assigned.