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Training Development Partner

J o b D e s c r i p t i o n

Job Profile Title:	Training Development Partner
Job Code:	19564
Profile Title:	19564 Training Development Partner
Grade / Band:	IC2
FLSA Status:	Exempt
It is the responsibility of the Training Manager Call Center to oversee and develop all training programs related to Call Center Operations. Provide supervision, direction, and guidance to training team and Call Center staff. Plan, schedule and implement programs as dictated by Call Center needs in relation to the overall operational strategies.

Principal Duties & Responsibilities
Support the Call Center Team in all aspects, Support operations management in determining training needs and direction.
Identify agent performance trends and work with operations management in addressing them.
Lead the Customer Service vision for the Call Center in a creative and innovative manner.
Responsible for being the voice of the customer and translating customer needs into great service.
Implementation support of agent performance monitoring, coaching and evaluation.
Mentor and coach supervisory staff development, Promote a positive image with regard to the changing business practices in the Call Center.
Development of new programs and materials as needed.
Coordinate and facilitate training sessions for new and existing Call Center employees.
Work with operations management to schedule all training logistics, activities and trainers in the Call Center.
Continually evaluate the effectiveness of training programs to ensure quality and consistency.
Work with management team in developing and maintaining the desired Call Center culture, Serve as Human Resources and Training contact between the Call Center and MGM Resorts Properties.
Serve as information liaison to the departments at each property whose operations we support, Maintain confidentiality of department affairs, Attendance is an essential function.

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
1+ Years of Prior Relevant Experience		Required

Additional Requirements
Details	Required/ Preferred
Experience working in a hotel/casino.	Preferred

Knowledge, Skills and Abilities
KSAs
Strong verbal and written communication skills.
Excellent organizational skills with the ability to work on multiple projects.
Proficient computer skills in Microsoft Office Products, Word, Excel, PowerPoint, and the Internet.
Excellent proofreading and editing skills.
Ability to work with operational management to identify agent deficiencies and design programs to address them.
Strong ability to learn new computer systems.
Knowledge and experience with instructional design and facilitation.
Ability to maintain confidentiality.
Professional appearance and demeanor.

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X