Trainer - Percepta

TheTraining Specialistfacilitates training in several areas, including but not limited to new hire onboarding, up-training, and refresher training. Using adult learning principles, the Training Specialistensures the learners are engaged and participating in training to ensure maximum learning opportunities.
As needed, the Training Specialist may partner with leadership to ensure Percepta’s policies and
procedures while in training are followed. When not in training, the Training Specialist will participate in
taking calls, quality calibration sessions, and completing special projects as assigned.

Position Responsibilities:

Training Delivery
• Participate in “Train the Trainer” sessions conducted by the ISD and demonstrate proficiency in
training before being considered certified to facilitate content.
• Ensure all equipment and systems are in place before the start of class, i.e., headphones,
telephones, computers, and software functionality.
• Partner with Human Resources, Quality, and Operations to schedule New Employee Orientation,
and departmental presentations as needed.
• Facilitate classes based on the objectives and agendas provided to maximize learner
engagement and retention.
• Using the adult learning principles, adapt instructional style based on learner needs.
• Ability to analyze group dynamics and interpret non-verbal messages to determine if/when
learners are struggling to understand the content. Ability to adapt delivery to reengage learners that
are struggling.
• Manage the set-up and breakdown of the training classroom to ensure the facility is ready for training
start dates and times.

Training Management
• Maintain Agent Dashboard reporting for in-class components including but not limited to
attendance tracker, knowledge checks, simulated learning, and training performance metrics.
• Review and approve weekly timekeeping of learners through onboarding and the first week of Abay.
• Identify individual learner performance gaps and provide personal coaching sessions to help
learners meet performance expectations.
• Escalate performance issues and trends to Training Supervisor when identified and partner with
Human Resources to provide details when performance management is needed.
• Identify to management when participants are not meeting performance expectations
• Facilitate the transition from Training to Production by supporting the first week of Abay for all lines of
business.
• Take 2-5 hours of live calls per month and receive quality feedback to demonstrate proficiency in
training topics.
• Attend 1 client calibration session per month

Education
• Bachelor’s Degree

Experience
• 1 – 3 years of training experience preferred

Skills
• Strong communications and presentation skills
• Organizational skills
• Analytical skills to review new processes and derive potential impact to program
• Ability to create new training tools with minimal assistance
• Ability to identify changes specific to the program, disseminate information as needed, and create
tools in support of new information
• Strong listening skills
• Strong leadership skills
• Computer Skills – MS Office: Word, Excel, PowerPoint, Outlook, and Internet
• Proven ability to perform in a fast-paced environment and with minimal supervision
• Able to work a flexible schedule to include extended evening and weekend hours as needed
• Ability to work in a team environment as well as autonomously
• Ability to stand for long period while delivering classroom training
• During downtime, proactively research current training trends to apply in training

Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.