Deposita(TM), An Allied Universal(R) Company has perfected the art of cash management using world-class innovation, technology, and tailored solutions. We serve customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way. Join our Phenomenal team today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time customer support jobs!
Job DescriptionDeposita(TM), an Allied Universal® Company, is hiring a Training Lead. The Training Lead will train AUS customer store level personnel on specific technology and devices, as well as AUS/RCS Customer Service Center (CSC) new-hires and tenured staff. The goal is to effectively manage the logistics of either in person or virtual training events (depending upon the engagement). This includes the allocation of Training Representatives to train stores based on rollout schedule and updating/maintaining training content. This will be accomplished by utilizing the information obtained through training/shadowing to conduct specific training for the end user and partnering with other RCS departments to understand implementation efforts. It will also require coordination with HR regarding new CSC agents being hired so that appropriate on-boarding training can be scheduled and conducted. An additional focus will also be needed on developing tenured CSC agents through collaboration with CSC Leadership.
EXPERIENCED CONTENT DEVELOPER - demonstrated abiltiy to create, write and develop training program content.
RESPONSIBILITIES:
Customer Field Training:
Oversee the scheduling and completion of customer training eventsManage attendance, conflict resolution, and scheduling of Training RepresentativesUpdate, and maintain the full training program based on customer needs and feedbackRespond/address team questions and/or customer issues related to system or device trainingUse applications like Teams to enhance communication between team membersConduct performance appraisals, discipline, and other personnel actions in regard to those under his/her direct supervisionDevelop and implement a quality assurance/assessment program to measure effectiveness of training and resolve deficiencies or needed improvementsParticipate in meetings with internal and external leadership to stay current with any changes to systems, store rollout, device updates, or changes/updates to customer needsFacilitate virtual training content using provided mobile deviceUse various applications to deliver customer training including use of tablet and ZoomAnswer learner questions during training, including troubleshootingManage device or process exceptions to ensure resolution of any issues preventing device or system access and user adoptionEffectively deliver train-the-trainer (T3) contentAssist in determining training headcount required to accomplish customer rollout training scheduleExecute and track the completion of scheduled training eventsMake recommendations to cross-functional team leadership on training strategies to best meet the needs of our customersParticipate in the ramp-up of Training Representatives based on business needs, including resume screening and interviewingAddress deviations in performance with team members in a timely mannerMake recommendations to customer personnel to resolve specific problemsPartner with Training Director and customer leadership to schedule/conduct “refresher training” based on identified needs and/or customer requestMake assessments of overall store performance and readiness post-trainingEnsure and participate in the cross-training for Training Representatives to make them more versatileMake recommendations on team disciplinary actions based on observationsMake recommendations on hiring decisionsMake recommendations on department spend related to external vendors/training programs applications and systemsMake recommendations to cross-functional department leadership on enhancements to their processes or proceduresMake recommendations to customer leadership regarding training best practicesCSC Training:
Train and help onboard new CSC Agents by coordinating with HR and team Leads and SupervisorsMonitor and update training content to stay current with needs and goals of the CSCMonitor, update, and create KnowledgeBase (KB) articles to ensure Agents are able to access most relevant and up-to-date contentPartner with CSC Leadership and Training Director on the development, maintenance, and adherence to Training Paths for CSC Agents to follow to enhance their careersMonitor CSC calls to help identify skill gapsCollaborate with CSC Leadership on identifying skill gaps of both new and tenured AgentsDetermine best approach for addressing identified skill gaps, create appropriate content, and delivery method (classroom-based, instructor-led virtual, e-Learning, etc.)Partner with AUS Learning Management System (LMS) administrator for posting/housing new and existing training contentWork with LMS reporting to monitor training compliance and spot trends in training usageFollow up with CSC Leadership regarding training compliance for members of their team and take appropriate action to increase complianceBASIC QUALIFICATIONS:
Must possess one or more of the following:Associate’s degree in general studies, human resources, business administration, communications, or related field of studyTwo (2) years of work experience in training and developmentBe at least 18 years of agePossess a high school diploma or equivalent, or 5 years of verifiable experienceAs a condition of employment, applicants will be subject to a background investigation in accordance with all federal, state, and local laws. Allied Universal will consider qualified applications with criminal histories in a manner consistent with applicable laws.As a condition of employment, applicants will be subject to a drug screen to the extent permitted by lawMust possess a minimum of three (3) years’ experience developing and delivering training contentMust possess a minimum of two (2) years’ management or supervisory experienceMust possess experience in retail operations, training, cash handling, accounting, loss prevention or guest services industryMust possess experience showing the ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients’ business models and needsWork experience must demonstrate each of the following:Developing comprehensive training materials (presentations, participant manuals, job aids, etc.)Experience delivering training both in-person and virtually to large and small groupsAbility to coach and provide effective feedback to team membersAbility to be well-spoken, knowledgeable, and able to develop and present technical content in a friendly, empathetic, and helpful mannerAbility to be a skillful and fluid communicator, processing the flexibility to communicate effectively with each client representative and other client personnel in the style and manner that they prefer ClosingAllied Universal® is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com
If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.
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