Training & Development Specialist

OverviewFrontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves 2.2 million customers across the U.S. through a network of approximately 17,000 pre-qualified contractor firms that employ an estimated 60,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With 50 years of home services experience, the company responds to over four million service requests annually. For more details, visit frontdoorhome.com.ResponsibilitiesSummary :As a Training & Development Specialist, you will facilitate virtual instructor-led training of new hires and existing contact center associates. You will record and communicate training activities, learner progress, and attendance. You will also assist with the development and revision of training materials and teach multiple curricula across a variety of business units.Responsibilities

• Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.
• Facilitate virtual classroom sessions across multiple time zones (EST, CST, and MST).
• Evaluate learner progress through academic assessments, hands on practice, and on-the-job training.
• Collaborate with an Instructional Designer to assess, update, and revise training materials.
• Participate in work groups to identify knowledge gaps and recommend learning solutions.
• Review and analyze records for training programs, including, but not limited to, course evaluations and learner participation, data and trends to recommend program changes.
• Keep up with development in learning industry through reading current blogs, articles, professional association membership, and peer learning.
• Prepare for upcoming classes by reviewing the course material, creating the class records in the Learning Management System (LMS), coordinating with Talent Acquisition (TA) and Human Resources (HR), and welcoming the learners.
• Develop and maintain constructive working relationships with stakeholders, such as Human Resources partners, frontline leaders, and subject-matter experts.
• Keep records for each class of attendance, academics, and significant observations.
• Effectively communicate classroom performance of learners to the appropriate stakeholders.
• Assist with maintaining the knowledge base by updating resources, flagging inaccuracies, and answering questions.
• Provide training support for business initiatives by providing train-the-trainer sessions and coaching agents.
• May serve as a mentor for other trainers, providing developmental feedback through observations and peer learning.
• May certify other trainers to facilitate curricula through observation and assessment, using provided materials.
• May assume other duties as applied.

QualificationsRequired Skills:

• Knowledge of training strategies and principles, including adult learning theory, teaching and instruction for individuals and groups, and the measurement of training effects.
• Classroom management skills including organization, time management, recognizing learner accomplishments, and correcting inappropriate behavior.
• Emotional intelligence: The ability to perceive the emotional state of individuals and groups; the ability to modify one’s own verbal and non-verbal mannerisms to engage and build trust.
• Proficiency with virtual classroom software such as Zoom, Microsoft applications such as SharePoint, Word, Excel, PowerPoint, Outlook, and Teams.
• Professional written communication skills. The ability to communicate with both senior business leaders and associates.

Physical Role Requirements : Be seated at a computer intermittently for up to eight hours a day. Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sitting for long periods of time while using office equipment such as computers and phones. Repetitive motions using hands and digits; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.Minimum Education, Licensure and Professional Certification requirements: Bachelor’s degree requiredMinimum Experience required : 2+ years of relevant experience