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 lead, prepare, attend, and complete train-the-trainers and certifications which requires giving feedback and building action plans for SPC Trainers. You’ll be responsible for delivering advanced customer service skills, products, data, leadership, managerial initial training, and cross-functional training sessions. You’ll be the key partner within the workgroup for continuous training improvement and program effectiveness.

Primary responsibilities associated with the position include:

  • Maintaining key partnerships with various workgroups for continuous training improvement and program effectiveness. Working directly with training team, the 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 (e.g., materials, content, room set-up).
  • Responding to and providing best practices appropriately to learner needs and providing recommendations to our Strategic Partner (e.g., clarification, examples, feedback).
  • Establishing and maintaining expertise in subjects taught.
  • Managing classrooms to provide a safe environment conducive to learning.
  • Partnering with management and attending regional, area, and project meetings, conducting workgroup observations including store visits, floor observations, and business-to-business ride-alongs.
  • 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 (e.g., curriculum review, certifications, UAT and revisions).
  • Observing classrooms in-person and virtually to ensure environments are conducive to learning (e.g., 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 the 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 (e.g., media, set-up, materials, room reservations, devices, rosters).
  • Managing expense reports, VZTimesheet, monthly tracking reports, and 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.
  • Willingness to travel up to 75% of the time.
  • Willingness to work flexible hours including evenings and weekends.

Even better if you have:

  • A Master's degree.
  • Lead Certifications, particularly in NEE and TNTR.
  • Experience with technical support training, prepaid, and/or 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.
  • Experience working independently with minimal supervision while contributing to overall team success.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.