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Cross Country Home Services, Inc. | Anderson, South Carolina
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Job Description

* Responsibilities
* Manage the learning and training process through research, analysis of performance, identification of performance gaps, development of all training materials, job aids, and training tools needed for delivery of new hire and continuous learning programs
* Conduct new hire and recurrent training utilizing instructional methodology
* Identify recurrent training needs by acting as a consultant to call center management in reviewing quality trends, new program or product information and technical updates
* Support business partners learning requirements throughout CCHS with a focus on new product, client and program implementations and new end-user technology initiatives
* Maintain a thorough knowledge of CCHS' programs, products, policies and technology
* As part of facilitation, identify participant learning- styles; utilize creative training techniques and adult learning theory to target learner style. Enhance training delivery/ classroom experience based on evaluations & make recommendations for curriculum content changes as required
* Evaluate trainee performance and provide written evaluations as required. Manage new hire's time and attendance, monitor, coach, develop individual learning plan of action, and provide progressive discipline as required. Act in a supervisory capacity for new hire associates during the training process in handling all associated responsibilities
* Develop interactive media solutions through programming and authoring of training content using a variety of delivery methods such as: eLearning, CBT, print, video, and classroom
* Maintain positive, consistent and effective communication at all levels within the organization
* Assist with the screening, selection and hiring process
* Assist with the ongoing initiatives associated with GEAR Leadership Development, Intern and Mentoring Programs
* Conduct new hire orientation and onboarding
* Coordinate training schedules with workforce management for both new hire on the job training and recurrent training initiatives
* Prepare and organize the training facilities, classroom tools and equipment and new hire training materials to be distributed
* Maintain training reports, scorecards and statistical data
* Provide trainee transition support to live production environment (nesting process)
* Perform other duties as assigned
* Flexibility in work schedule & flexibility to travel as required

* Education/Experience/Other Requirements
* Three plus years of experience in combination of business, customer service, authorizations, client relations, and training experience, and/or a minimum of two years continuous training or adult education management experience.
* Bachelor degree and/or training certification preferred.
* Experience in MS Office, Articulate, Adobe Robohelp, Photoshop, software is a plus Knowledge of adult learning theory, creative training techniques and training practical application skills required.
* Excellent platform skills & knowledge of learning interventions and classroom management techniques.
* Ability to function independently in a multi-task environment as well as part of a team. Strong interpersonal skills.
* Strong oral and written communication skills.
* Flexibility in work schedule & flexibility to travel as required.

About Cross Country Home Services, Inc.

For more than 25 years, CCHS has provided a highly flexible, "out-of-the-box" platform for major national and regional clients in the financial services, utility, insurance, membership, appliance manufacturing and real estate industries. The company is focused on operational excellence as a means of ensuring that its clients' programs run smoothly and deliver results. Our highly successful programs, reaching tens-of-millions of homeowners each year, are managed by dedicated account teams and utilize sophisticated direct mail, bill insert, telemarketing and database marketing techniques. The company's comprehensive product suite - that includes home service plans, home maintenance, energy efficiency products, emergency home assistance, line protection and custom products - is designed to offer our clients both standardized and highly flexible home services solutions to meet their unique needs. Our live customer service staff is available 24-hours-a-day, 365-days-a-year and is dedicated to ensuring the highest level of support. Homeowner needs are quickly resolved through our existing national vendor network of over 40,000 pre-screened, highly qualified HVAC, electrical, plumbing and appliance service providers. Based in Fort Lauderdale, Florida , CCHS is a member of the Cross Country Group, one of the largest privately-held providers of customer service programs in the United States. Contact us today if you'd like to learn more about how CCHS can make a difference with your business.

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