- Area of Talent: Call Center
- Salary Range: $62,500-$65000
- HR Division: Call Center
The Training Specialist is responsible for the development, coordination and delivery of training for all Team Members in Direct Marketing. As the leader for new hires during training the Specialist maintains production and sales records, appraises productivity, handles complaints and disciplines Team Members per HGV’s documented policies and guidelines. Represents Hilton Grand Vacation's "Commitment to Excellence" by fostering a positive team atmosphere. Sets Team Members up for success to perform their job duties by determining work techniques, planning and assigning work to Team Members, monitoring work for legal compliance and ensuring a safe workplace.
Responsibilities
Responsibilities:
Onboarding: (15%)
- Facilitates Team Member onboarding for Direct Marketing including partnering with Global Team Member Services (GTMS) to ensure Team Members provide the appropriate legal documentation along with facilitating our global orientation program Grand Journey.
Operational Training: (50%)
- Supports/leads the creation of content for new hire training programs, train-the-trainer programs, workshops, e-learning, and “key classes” focused on sales production, retention, and overall product knowledge.
- Tracks individual attendance of trainees including daily documentation on each trainee that is provided to the business upon completion of training.
- Defines best practices for using tools, systems and sales techniques to reach minimum performance standards including planning and assigning work to each trainee based on their performance in training.
- Stays current on changes to system functionality, call flow, sales strategies, quality assurance, and customer issues.
- Markets team development and leadership programs to continuously develop Team Members.
- Manages attendance and completion records for trainees in collaboration with site leadership and the DM training coordinator to ensure all records are accurately reflected in U FIRST.
Performance Management (25%)
- Maintain productivity and sales information for each trainee in collaboration with the floor.
- Ensures program effectiveness by evaluating Team Member performance post-training to identify gaps and implements solutions that leverage adult learning and instructional design methodologies.
- Coaches and reinforces skills learned in training with Team Members and their leaders to ensure legal compliance.
- Monitors live calls on the floor on a regular basis with new hire and tenured Team Members to keep aware of trends.
People Management (10%)
- Manages Team Member complaints during operational training program (Weeks 1-4) to resolve individual and team issues.
- Documents workplace violations of policies and guidelines while partnering with GTMS and Direct Marketing leaders to initiate verbal warnings, written warnings, and involuntary resignations.
- Ensures all Team Members can learn in a safe work environment in accordance with all HGV policies and guidelines.
- Partners with sales coaches, Team Leads and supervisors to identify developmental opportunities for each trainee
