What you’ll be doing...

We have identified the need for a Trainer to support our Care organization. The Trainer will be responsible for crafting new agent training material, identifying agent knowledge and performance gaps, and facilitating Train the Trainer engagements.

  • Conduct analysis to identify agent opportunities and develop training to increase performance accordingly by building quick-tip sheets, huddle documents, and other materials on improving speed to answer, quality, CSAT, etc.
  • Work cross functionally to develop trainings and documentation to support care tools and processes as well as new feature releases
  • Redesign and continually iterate on agent training to support new training classes and digital delivery
  • Evaluate training efficacy and apply learnings into future trainings
  • Lead train the trainer sessions with our vendor partner
  • Potentially expand function to support internal training as necessary
  • You will become a subject matter expert of our products, our care processes and general business

What we’re looking for...

  • Bachelor’s degree or equivalent work experience
  • Proven track record supporting Tier 2 Support organizations with effective training, training material creation and innovative improvements for various audiences
  • Proven track record of creating training material from ground zero
  • Previous experience working with Vlocity, and Salesforce preferred
  • Ability to identify process improvements and build collateral material and training sessions to support ongoing improvements
  • Previous experience in digital support preferred
  • Familiarity with adult learning principles, theories, concepts
  • Ability to develop and customize activities to ensure participant engagement and knowledge retention
  • Creativity in the development and delivery of learning experiences
  • Strong organization and planning skills
  • Strong analytic skills (Excel) to proactively identify care trends and training needs, and determine the efficacy of training post-delivery
  • Experience with Captivate, Articulate, Camtasia, or comparable learning content creation software
  • Excellent critical thinking and decision-making skills
  • Excellent understanding of social channels and digital support/delivery

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.