Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
In this contributor role, the Client Success DR Trainer is responsible for the effective delivery of Client Success learning and development programs to a diverse audience. This role requires excellent communication and instructional abilities to ensure that our Client Success team members are equipped with the knowledge and skills necessary to provide exceptional service to our clients. The CS DR Trainer will deliver new hire training sessions, oversee program logistics, track key metrics, and provide feedback to managers. Additionally, they will support ongoing training for existing team members, including refresher training and skill development for new projects. Our DR L&D team partners closely with the US-based L&D team for project management, program design, and delivery of learning solutions. The ideal candidate has experience with call center training and works well with onsite managers and regional L&D teams.
• Effectively facilitate training sessions for new hires, as well as ongoing training for existing team members, both in-person and remotely
• Drive training results through continuous measurement and evaluation of student readiness from classroom to nesting, and nesting to production
• Utilize diverse delivery techniques to achieve new hire goals: passing grades of 80% or better, speed-to-competency at 90 days as defined by site performance
• Provide timely, constructive feedback to learners and discuss performance with corresponding managers
• Assist in the evaluation of training effectiveness to provide feedback and make recommendations for improvement
• Follow L&D operational processes to ensure timely and organized planning and delivery of training programs
• Possess the aptitude to learn content design to maintain training materials and support new training initiatives for key CS topics
• Stay up-to-date on company policies, product updates, and best practices to ensure that training content remains current and relevant
• Maintain documentation of training activities, including attendance records, training schedules, and training evaluation reports
• Minimum 1 year of experience as a Trainer
• Working knowledge of Adult Learning Theory and cross-generation education
• Strong classroom presence and facilitation skills with a dynamic presentation style and ability to explain complex material to a diverse audience
• A demonstrated focus on coaching and mentoring for performance excellence
• Excellent verbal, written, and interpersonal communication skills
• Strong leadership, analytical, documentation, and project management skills
• Proactive planning skills, leveraging scheduling tools and time management techniques
• Experience training with virtual platforms such as Teams or Zoom preferred
Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes: