United States onlyRegular
Clearance Level Must Currently Possess:
None
Clearance Level Must Be Able to Obtain:
None
Public Trust/Other Required:
None
Job Family:
Program Instruction Support
Job Qualifications:
Skills:
Call Center Training, Class Facilitation, Classroom Training, Teaching Methods, Virtual Classrooms
Certifications:
None
Experience:
10 + years of related experience
US Citizenship Required:
No
Job Description:
General Dynamics Information Technology has an immediate opportunity for a Training Facilitator to support our Customer's program-specific training programs focusing on a multi-channel care center and help desk. The training facilitator will deliver course content using instructor-led (on-premises/classroom), web-based, eLearning and virtual facilitation formats. Instructional content will be specific to the client's established procedures, tools, security, and mission. Course topics will include, but not limited to orientation and initial system access checks, product-specific releases, product enhancements, advanced call type training, customer service skills, quality, and refresher training. This position include the following duties and responsibilities included (but not limited to):
- Prepares for training delivery by reviewing required materials and participates in Train-the-Trainer sessions
- Delivers training in needed time zone / shift / format
- Evaluates learners progress in real-time on job-related customer service behaviors
- Manages training activities to ensure course objectives are met
- Supports learners through the training and nesting period, including assisting customer care personnel with escalated calls
- Stays abreast of content design and instructional design principles: learning theory, motivation theory, and new materials, methods, and techniques - and uses this knowledge to develop innovative care center learning solutions
- Work with subject matter experts and Call Center Leadership team to develop and implement training for call center agents, according to defined methodology, policy and procedures
- Serves as a subject matter expert in the development and maintenance of training courses and materials in coordination with Instructional Systems Designers
Education:
- Possession of a 4-year degree preferred or equivalent experience
- Minimum of thirteen (13) years' professional experience; 3-5 years of professional classroom facilitation experience in training capacity required
- Contact/Call Center training experience is preferred
- Experience with providing effective coaching and feedback
- Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired
- Experience with facilitation in a contact center/help desk environment
- Experience with Captivate, Camtasia and / or Creative Cloud
- Experience with Salesforce.com/CRM platform
- Professional demeanor and attitude
- Must be available to travel if required
- Training Certification is plus
Additional Job Description
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
The likely salary range for this position is $85,093 - $103,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours:
40
Travel Required:
Less than 10%
Telecommuting Options:
Hybrid
Work Location:
USA MI Troy
Additional Work Locations:
Total Rewards at GDIT:
Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
