Training Lead

Deposita(TM), An Allied Universal(R) Company has perfected the art of cash management using world-class innovation, technology, and tailored solutions. We serve customers in retail, wholesale and banking sectors through in-depth consultations. We ensure every security need is met and exceeded every step of the way. Join our Phenomenal team today! We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time customer support jobs!

Deposita(TM), an Allied Universal Company, is hiring a Training Lead. The Training Lead will train AUS customer store level personnel on specific technology and devices, as well as AUS/RCS Customer Service Center (CSC) new-hires and tenured staff. The goal is to effectively manage the logistics of either in person or virtual training events (depending upon the engagement). This includes the allocation of Training Representatives to train stores based on rollout schedule and updating/maintaining training content. This will be accomplished by utilizing the information obtained through training/shadowing to conduct specific training for the end user and partnering with other RCS departments to understand implementation efforts. It will also require coordination with HR regarding new CSC agents being hired so that appropriate on-boarding training can be scheduled and conducted. An additional focus will also be needed on developing tenured CSC agents through collaboration with CSC Leadership.

RESPONSIBILITIES:

Customer Field Training:

Oversee the scheduling and completion of customer training events
• Manage attendance, conflict resolution, and scheduling of Training Representatives
• Update, and maintain the full training program based on customer needs and feedback
• Respond/address team questions and/or customer issues related to system or device training
• Use applications like Teams to enhance communication between team members
• Conduct performance appraisals, discipline, and other personnel actions in regard to those under his/her direct supervision
• Develop and implement a quality assurance/assessment program to measure effectiveness of training and resolve deficiencies or needed improvements
• Participate in meetings with internal and external leadership to stay current with any changes to systems, store rollout, device updates, or changes/updates to customer needs
• Facilitate virtual training content using provided mobile device
• Use various applications to deliver customer training including use of tablet and Zoom
• Answer learner questions during training, including troubleshooting
• Manage device or process exceptions to ensure resolution of any issues preventing device or system access and user adoption
• Effectively deliver train-the-trainer (T3) content
• Assist in determining training headcount required to accomplish customer rollout training schedule
• Execute and track the completion of scheduled training events
• Make recommendations to cross-functional team leadership on training strategies to best meet the needs of our customers
• Participate in the ramp-up of Training Representatives based on business needs, including resume screening and interviewing
• Address deviations in performance with team members in a timely manner
• Make recommendations to customer personnel to resolve specific problems
• Partner with Training Director and customer leadership to schedule/conduct "refresher training" based on identified needs and/or customer request
• Make assessments of overall store performance and readiness post-training
• Ensure and participate in the cross-training for Training Representatives to make them more versatile
• Make recommendations on team disciplinary actions based on observations
• Make recommendations on hiring decisions
• Make recommendations on department spend related to external vendors/training programs applications and systems
• Make recommendations to cross-functional department leadership on enhancements to their processes or procedures
• Make recommendations to customer leadership regarding training best practices

CSC Training:

• Train and help onboard new CSC Agents by coordinating with HR and team Leads and Supervisors
• Monitor and update training content to stay current with needs and goals of the CSC
• Monitor, update, and create KnowledgeBase (KB) articles to ensure Agents are able to access most relevant and up-to-date content
• Partner with CSC Leadership and Training Director on the development, maintenance, and adherence to Training Paths for CSC Agents to follow to enhance their careers
• Monitor CSC calls to help identify skill gaps
• Collaborate with CSC Leadership on identifying skill gaps of both new and tenured Agents
• Determine best approach for addressing identified skill gaps, create appropriate content, and delivery method (classroom-based, instructor-led virtual, e-Learning, etc.)
• Partner with AUS Learning Management System (LMS) administrator for posting/housing new and existing training content
• Work with LMS reporting to monitor training compliance and spot trends in training usage
• Follow up with CSC Leadership regarding training compliance for members of their team and take appropriate action to increase compliance

BASIC QUALIFICATIONS:

• Must possess one or more of the following:
  • Associate's degree in general studies, human resources, business administration, communications, or related field of study
  • Two (2) years of work experience in training and development
• Be at least 18 years of age
• Possess a high school diploma or equivalent, or 5 years of verifiable experience
• As a condition of employment, applicants will be subject to a background investigation in accordance with all federal, state, and local laws. Allied Universal will consider qualified applications with criminal histories in a manner consistent with applicable laws.
• As a condition of employment, applicants will be subject to a drug screen to the extent permitted by law
• Must possess a minimum of three (3) years' experience developing and delivering training content
• Must possess a minimum of two (2) years' management or supervisory experience
• Must possess experience in retail operations, training, cash handling, accounting, loss prevention or guest services industry
• Must possess experience showing the ability to exercise discretion and independent judgment by using industry knowledge and fully comprehending clients' business models and needs
• Work experience must demonstrate each of the following:
  • Developing comprehensive training materials (presentations, participant manuals, job aids, etc.)
  • Experience delivering training both in-person and virtually to large and small groups
  • Ability to coach and provide effective feedback to team members
  • Ability to be well-spoken, knowledgeable, and able to develop and present technical content in a friendly, empathetic, and helpful manner
  • Ability to be a skillful and fluid communicator, processing the flexibility to communicate effectively with each client representative and other client personnel in the style and manner that they prefer

Allied Universal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, age, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, protected veteran status or relationship/association with a protected veteran, or any other basis or characteristic protected by law. For more information: www.aus.com

If you have any questions regarding Equal Employment Opportunity, Affirmative Action, Diversity and Inclusion, have difficulty using the online system and require an alternate method to apply, or require an accommodation at any time during the recruitment and/or employment process, please contact our local Human Resources department. To find an office near you, please visit: www.aus.com/offices.