What you’ll be doing...

As a Strategic Partnership Channel Master Trainer you will be supporting the customer experience training for five or more partners with over 35 contact center sites within SPC. You will leads, prepare, attend, and complete train-the-trainers and certifications which requires giving feedback and building action plans for SPC Trainers. You are responsible for delivering advanced customer service skills, products, and data, leadership, managerial initial training, and cross-functional training sessions. You are the key partner within the workgroup for continuous training improvement and program effectiveness.

  • Maintaining key partnerships with various workgroups for continuous training improvement and program effectiveness. Work directly with training team, strategic partners training team and HQ teams to maintain curriculum delivery standards.
  • Using adult learning training methodology, appropriate media, trainer materials and effective presentation skills.
  • Identifying alternate solutions and learning when delivery challenges arise (materials, content, room set-up)
  • Responding and providing best practices appropriately to learner needs and providing recommendations to our Strategic Partner. (Clarification, examples, feedback).
  • Establishing and maintaining expertise in subjects taught.
  • Managing classrooms to provide a safe and conducive to learning environment.
  • Partnering with management, attending regional, area, and project meetings, conducting workgroup observations including store visits, floor observations, and business-to-business ride-along.
  • Evaluating the effectiveness of training conducted by obtaining class feedback and follow-up surveys.
  • Partnering with national curriculum development teams on national project curriculum development and project support (curriculum review, certifications, UAT and revisions).
  • Observing classroom in person and virtually to ensure the environment is conducive to learning. (Balance Co-Employment guidelines with our partners by delivering recommendations and suggestions based on observations to leadership)
  • Conducting Trainer and Master Trainer observations to provide coaching and feedback to leadership and national curriculum development team.
  • Mastering advanced special workgroup skills, products, data, leadership, and management.
  • Tracking and monitoring registration and attendance for all participants.
  • Ensuring preparation of training room (media, set-up, materials, room reservations, devices, rosters)
  • Managing expense reports, VZTimesheet, monthly tracking reports, store and team visit reports.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Two or more years of Training experience.
  • Willingness to travel up to 75% of the time.
  • Willingness to work flexible hours including evenings and weekends.

Even better if you have:

  • A degree.
  • In-depth understanding of Verizon wireless products and customer service skills.
  • Experience with technical support training and social media training.
  • Proficiency in Adobe Connect and Virtual content delivery.
  • Knowledge of how to utilize training materials including leader guides and participant material.
  • Demonstrated ability to be flexible and adaptable to changing needs and circumstances.
  • Worked independently with minimal supervision while contributing to overall team success.

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.

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