Training Manager Knowlagent

Company Summary:
Knowlagent provides the only call center software that increases agent utilization by delivering shrinkage activities during idle time. Knowlagent creates active wait time through dynamically delivered sessions for common shrinkage activities between customer interactions. Knowlagent?s solutions are on-demand, easy to use and require no capital expenditures. Over 300,000 agents and managers around the world use Knowlagent?s solutions every day.
Position Summary:
The Knowlagent Training Manager will be responsible for developing and managing training plans, programs, and materials to train customers, partners and new hires on Knowlagent?s products. The ideal candidate will be able to develop a comprehensive training program, create professional and engaging computer-based training courses as well as the creation of standard training materials and offerings. This individual will work closely with Success Management, Product Management, and Documentation to identify the required materials, courses, and training initiatives in order to provide effective training for customers, partners and internal employees.
Primary Responsibilities:
? Collaborate with Subject Matter Experts to identify what customers, partners, and new-hires need to learn.
? Formulates training plans, programs, materials and schedules based on identified training needs.
? Design and develop interactive, engaging and SCORM compliant e-learning courses to be used by customers, partners and new hires.
? Create and maintain supporting training materials (e.g. flash videos, presentations, instructor and student guides).
? Coordinate and Facilitate Knowlagent customer, new hire, and partner training, as-needed, in both web-based and classroom settings.
? Develop processes to evaluate training programs (i.e. electronic course feedback methods), measure participant learning, and make changes to ensure customer needs are met.
? Evaluate the need for updates to courses and training materials based on product releases, new functionality and feedback from customers, Success Managers, and Product Managers; then recommend prioritization of updates and develop implementation plan.
? Ensure the quality and consistency of course content throughout a course life cycle.
Secondary Responsibilities
? Assist Success Managers with coordination of customer training on an as-needed basis.
? Configure and maintain the training system (sandbox).
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? Work with Product Management and Documentation departments to assist with the development of Job Aids, and other materials, as required.
? Collaborate with marketing to create and maintain a training section on Knowlagent website, with information on training options.
? Assess the appropriateness of using external vendors or software programs and make recommendations.
Key Skills:
? Excellent written and oral communication skills, including presentation skills and ability to effectively train in both web-based and classroom settings
? Exceptional instructional design skills
? Adept at creating training materials, including training assessments, instructor guides, customer-facing training support materials and feedback surveys
? Exhibits creative thinking and talent for formulating ideas
? Demonstrated experience of outstanding teaching ability of software products
? Ability to learn new software and system functions quickly
? Ability to work efficiently in a high-demand, team-oriented, fast-paced environment
? Demonstrates initiative and ability to work with minimal supervision
? Collaborative, team player
? Strong organizational and planning skills
? Attention to detail, especially with editing and proofreading written documents
Required Experience & Education:
? Minimum of Bachelors? Degree in instructional design, behavioral psychology, education or related field
? Minimum five (5) years experience as a software trainer, training specialist, training manager or related position, with three (3) plus years of instructional design experience
? Advanced experience with instructional design software and e-learning tools ( Captivate or Articulate preferred)
? Experience in the development of training curriculum, e-learning courses, and related instructor/student supporting materials
? Knowledge and experience in training methodologies (ADDIE model), adult learning theory and evaluation
? Must be computer proficient with Microsoft Word, Microsoft PowerPoint, Adobe Captivate, Articulate, and Adobe Flash

Location:	11800 Amberpark Drive Suite 200 Alpharetta, GA 30004 United States