Senior Training Specialist II — ILT & LMS Expert

PTR Global; Providence (RI); Hybrid; USD 48,000 - 55,000; Full time

Job summary

PTR Global is seeking a Training Specialist II for a hybrid role based in Johnston, RI, working Tue–Thu with possible flexibility. The role centers on developing and delivering training content for customer service operations, including ILT modules, SOPs, and LMS assets to ensure best-in-class service.

Qualified candidates will have a Bachelor’s degree or 5+ years of progressive training experience, strong facilitation and organizational skills, and proficiency in Microsoft Office and LMS tools.

Qualifications

• Bachelor’s degree or 5+ years of progressive training experience.
• Ability to create and facilitate technical and operational training programs and material for classroom and e-learning.
• Excellent facilitation, organizational, and time management skills with the ability to manage multiple programs and stakeholders.
• Proficiency in Microsoft Office and other related program software including LMS tools.

Responsibilities

• Organizes, develops, plans, and executes all facets of the training curriculum including instructor led training modules, procedure manuals, job aids, eLearning assets, and assessments for technical and operational training
• Facilitates instructor led and on-the-job training programs, demonstrations, meetings and workshops leveraging existing and new training resources, systems, and tools for the Contact Center and supporting functional teams
• Collaborates with operational and product teams to identify and solve for gaps in training curriculum, remaining aligned on future training requirements and or changes to established programs
• Maintains and reports on program participation, assessment results, retraining requirements and suggested improvements to overall training program and strategy
• Engages with functional leaders and teams to implement training program requirements and drive continuous enhancements to training programs and practices
• Develops and implements assessment criteria and process to evaluate overall program effectiveness and identify improvement opportunities
• Remains up to date with, and leverages, the latest training methods, techniques, and learning management systems (LMS); striving to deliver a best-in-class training experience
• Builds strong internal and external relationships to gain and share best practice insighs
• Emergency and storm role commitment; a special assignment during storm events and other emergencies when the company needs to restore power or respond to other issues affecting customer service
• The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction, vendor training, and coordination of work amongst teams.

Skills

Content development

Training delivery

Facilitation

Education

Bachelor’s degree or 5+ years of progressive training experience

Tools

LMS

Microsoft Office

Job description

PTR Global is seeking a Training Specialist II for a hybrid role based in Johnston, RI, working Tue–Thu with possible flexibility. The role centers on developing and delivering training content for customer service operations, including ILT modules, SOPs, and LMS assets to ensure best-in-class service.

Qualified candidates will have a Bachelor’s degree or 5+ years of progressive training experience, strong facilitation and organizational skills, and proficiency in Microsoft Office and LMS tools.