Training Team Lead

1 week ago

Ontario, Canada Modern Campus Full time

**Job Summary**

The Training Team Lead reports into the VP of Customer Engagement and is responsible for supervising at team of 3-4 trainers and advising the Training team by overseeing day-to-day activities, managing all instructional activities, training curriculum and documentation regarding Modern Campus’ enterprise-class web software packages and features. The Training Team Lead will also schedule and train clients and employees.

**Team Lead - Essential Functions**
- Supervises the day-to-day activities of the Training team, including routine coaching, weekly meetings and knowledgebase documentation to promote high levels of customer satisfaction.
- Mentors staff and conducts regular one-on-one meetings. Manages performance by communicating with staff on a regular basis and completing formal performance reviews.
- Oversees disbursement of work as needed to achieve departmental goals; approves all timesheets, PTO requests and maintains team calendar and schedules.
- Provides feedback to manager regarding trends, issues, training needs, etc.; facilitates majority of new technical support training and cross-training.
- Maintains current processes and establishes new ones as needed to maximize efficiency and to maintain structure in daily operations
- Tracks and reports KPIs relevant to training survey responses, training attendance, etc.
- Collaborates with executive team on training strategy and tactical execution.

**Trainer - Essential Functions**
- Works with key stakeholders to develop the training curriculum for User Conferences and ensure that supporting staff is appropriately trained.
- Maintains technical expertise and knowledge of products and services offered by the company, including all products ‒ proficient in functionality, features, and limitations.
- Conducts employee and customer training both in-person and via webcast for a broad range of technical understanding among users.

Maintains and promotes a positive image of Modern Campus products including their functionality, features, modules, limitations, departments, and employees.
- Takes on responsibilities defined in Software Trainer job description as needed.
- Participates in the planning and execution of an integrated training program and team for all Modern Campus product lines including Omni CMS, Presence and Destiny One
- Additional duties as assigned

**Working Conditions**
- General office working environment that includes several hours of continuous computer work including typing.
- Drive on occasion for several hours to and from the corporate headquarters.
- Occasionally stay away from home overnight.
- Noise level in the work environment is usually moderate, traditional office noise levels.
- Frequent use of standard office equipment including copiers, fax machines and computers.
- Sit for two or more hours at a time.
- Occasionally stand for two or more hours at a time.

**Skill Requirements**:
Competencies:

- Strong ability to assess the training needs of internal department, new hires and clients with respect to skill level and product changes.
- Expert at public speaking and presentation skills including expert level of technical writing and creating of training documentation.
- Expert knowledge of training techniques, training psychology and training trends with the ability to adapt rapidly during a live training session.
- Expert knowledge of learning styles with the ability to incorporate all styles effectively
- Intermediate ability to coaching and evaluation department staff to meet the very high training standards of Modern Campus
- Ability to consult with company management for the ongoing support of customer training initiatives
- Department resource planning and scheduling as it related to traveling, client needs, feature releases and support documentation
- Expert user of Digarc software products

**Skills**:

- Basic knowledge of coding languages and workings of software systems
- Expert user of the MS office suite (Word, PowerPoint, Excel)
- Basic knowledge of mixed Mac/ PC environments
- Advanced knowledge of online meeting technologies (Zoom, WebEx, Go-To-Meeting, etc.)
- Basic knowledge of AV equipment as needed for classroom trainings

**Experience**:

- 5+ years in classroom and/or online education instruction
- 1+ year management of others

**Education**:

- Bachelor’s Degree in Education or a technical field

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