Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals. Lighthouse Works also drives real business for real customers and supports and grows Lighthouse Central Florida's rehabilitation training.
We seek a Learning & Development Program Instructor responsible for facilitating contact center training, providing direct supervision, support, and coaching of assigned trainees, and for the ongoing development and maintenance of training resources.
Essential Job Functions:
- Lead by example, adhere to policies and procedures, and abide by Lighthouse Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence.
- Facilitate training of new hires and up-skill training of existing employees.
- Assess training needs, develop training methods, and present information using various techniques, including discussions, role-playing, and team exercises to prepare trainees for work in the contact center.
- Review, approve, and maintain time sheets for trainees assigned during new hire training and onboarding.
- Coach trainees by providing professional and constructive feedback.
- Maintain daily and weekly training class documentation, including attendance and coaching.
- Assess trainee performance and readiness to move from training to nesting to production.
- Communicate to HR, management, and peers regarding issues impacting the training agenda, transition of agents from training to nesting to production, and any other situations that can affect training, including attendance and performance.
- Develop and utilize assessments to measure and evaluate the effectiveness of the curriculum and learner performance in the workplace, integrating results into new and existing course curricula.
- Design, develop, update, and maintain training materials and knowledge bases.
- Maintain knowledge and compliance with campaign policies and procedures.
- Cross-train, as needed, to assist with training for multiple campaigns.
- Identify opportunities for development and continuous improvement for the training department.
- Willingly learn and implement new procedures and incorporate feedback and coaching.
- Actively participate in monthly and weekly meetings.
- Perform other related duties as required or assigned by the supervisor and management.
Qualifications
Education:
- High school diploma, GED or equivalent required. Business classes and vocational/technical training are preferred.
Experience:
- Minimum six months in current position.
- Contact center experience required.
- Experience in training preferred.
- Experience working with persons who are blind or visually impaired is preferred.
- Agent-level campaign experience preferred.
Demonstrated Knowledge and Skills:
- Knowledge of the company's products, services, and business operations.
- Advanced presentation, interpersonal, time management, and organizational skills.
- Knowledge of teaching methods for the sight-impaired is preferred.
- Project coordination experience preferred.
- Training program design experience preferred.
- Basic understanding of how people learn/train techniques.
- Excellent verbal and written communication skills.
- Ability to work both independently and in a team environment.
- Strong knowledge of customer service and contact center techniques and practices.
- Proficiency in using assistive technology for the blind and visually impaired is preferred.
- Proficient in business English, spelling, punctuation, and grammar.
- Fluency in Spanish and Creole is a plus.
- Ability to communicate clearly, concisely, and understandably, and listen attentively to others.
- Ability to provide outstanding customer service to a diverse customer base.
- Proficient in computer software applications such as Microsoft Word, Excel, and Access.
- Ability to adjust priorities and manage time wisely in a fast-paced environment.
- Must exercise good judgment.
- Ability to maintain strict confidentiality of sensitive information.
- Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve the problems tactfully and professionally.
- Skills in creating an atmosphere conducive to customer-friendly relations by providing memorable, courteous, friendly, and prompt customer service.
- Ability to type 35 words per minute (WPM) and have knowledge of Microsoft applications.
Physical Demands:
- Typical office environment with infrequent lifting, carrying, pushing, and pulling of objects and materials up to 15 lbs.
- Prolong periods at a workstation with prolonged gazing at a computer screen
- Prolonged periods of listening, requiring the ability to perceive and discriminate sounds.
- Frequent placing and turning motions, such as sorting, filing, and retrieving
- Frequent twisting or bending at the waist or reaching overhead
- Extended periods of oral communication.
- Read/access forms, instructions, and technical information. Will be working under tight deadlines.
Requirements:
- Must pass Level II background check
For employees living with visual impairments, you must provide documentation from a physician of legal blindness. Legal blindness is defined as: "Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees." These conditions are based on the federal Javits-Wagner-O'Day work program for legally blind individuals.
The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.
All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.
The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodations will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization.
