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*To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*

Peckham Inc. - Talent Development Specialist I

SUMMARY

The Talent Development Specialist I is responsible for the development, implementation and presentation of course curriculum for new and existing employee trainings in classroom and one-on-one settings in support of the National Passport Information Center (NPIC) training expectations. This is for a typical first shift but may require work on nights and/or weekends to accommodate various shifts.

Main Duties and responsibilities include:

+ Plans, develops and facilitates internal training curriculum for new and existing personnel.

+ Creates and maintains training materials based on NPIC Standard Operating Procedures and ensure alignment to Knowledge Articles.

+ Coordinates training schedules with operations, subject matter experts, external training professionals, NPIC initiatives, etc.

+ Establishes, measures, and monitors key training metrics to ensure training effectiveness.

+ Maintains excellent presentation and public speaking skills with the ability to instruct and meet the needs of adult learners.

+ Monitors progress of trainees and coach for improvement; provides clear and concise assessments of trainee’s progress and overall performance during training.

+ Provides constructive coaching and feedback in training environment as well after training.

Other Duties and responsibilities include:

+ Maintains PC proficiency, especially focused on Microsoft PowerPoint, Excel, and Word.

+ Fosters open communication and develop strong working relationships with all contact center personnel.

+ Maintains familiarity with Standard Operating Procedures and have a thorough understanding of operations and the quality assurance process.

+ Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.

+ Promotes Peckham’s vision, values, and services to all customers and stakeholders.

+ Assists in maintaining organization wide quality standards.

+ Maintains a safe and clean work environment.

+ Assists in the training of people with disabilities, as needed.

+ Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position supervises team members assigned to training, for the purpose of overseeing progress through training.

MINIMUM QUALIFICATIONS

+ Required minimum one year of experience facilitating adult learning experiences.

+ Excellent planning, class management and coordination skills and ability to work with a variety of learning styles, communication styles, and provide accommodations where indicated.

+ Strong understanding of adult learning theory, curriculum design, and training.

+ This position requires passing and maintaining federal and state security background checks. U.S. Citizenship required due to security clearances.

+ Expertise in using Microsoft Office products (Outlook, Word, Excel, Power Point).

+ Experience with content creation/development using Adobe Captivate or similar product.

+ ATD Train the Trainer (or similar industry certification).

PREFERRED QUALIFICATIONS

+ Bachelors degree required from an accredited college or university in the areas of Adult Learning, Education, Business, or other related field.

+ Six months of experience as a contact center agent or similar role.

+ Experience providing training, coaching, or mentoring individuals with disabilities.

+ Experience providing training, coaching, or mentoring in a remote or online setting.

+ Experience creating training materials and assessments/evaluations.

+ Preferred experience using Workday, SharePoint, or Cornerstone LMS.

TRAVELVery limited travel required in this position. 0%-5% travel requirement.

PHYSICAL DEMANDS

The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

+ Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you

+ Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

+ Email us at [email protected]

+ Call us at (517) 316-4000

+ Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line:

Contact Center Solutions

Location:

East Phoenix, AZ

Worker Sub-Type:

Staff Member