Training & Devolpment Specialist – Knoxville

Semperian’s Mission Statement: Deliver value for our clients through our time-tested capabilities and entrepreneurial spirit – one contact at a time, each and every time!

Semperian’s Core Values to be practiced by every employee: Model integrity, build trust, listen respectfully, respond promptly, value accuracy, and embrace innovation.

Position Summary: This position contributes to the overall success of the organization by conducting and/or coordinating training activities. Is responsible for conducting training classes for all employees, ongoing supplemental training for process changes and developmental purposes, and consults with Management and Quality Assurance management with developing, producing, and monitoring productivity reports and acts as a liaison between the site and the various Semperian process support areas. May fill-in for, or assist team supervisors when not conducting training sessions.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.
· Assist branch as Subject Matter Expert for one or more operational processes. On an ongoing basis, confer with management to gain knowledge of changes in policies, procedures, regulations, business initiatives and technologies.
· Develop and conduct training classes for all new employees plus ongoing supplemental training for processes changes and development of employee.
· Evaluate trainees to measure progress and determine the effectiveness of training, ensuring their ability to perform the duties of their positions and develop needed skills.
· Make hiring recommendations at the end of the training period. When necessary, provide or arrange for appropriate personal assistance and coaching to facilitate learning.
· Recommend appropriate action for Semperian employees and temporary workers if learning or behavioral problems surface during training class.
· Assist in formulating teaching outlines and determining instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops. Assist in selecting or developing teaching aids such as training handbooks, demonstration models, multimedia visual aids, and computer tutorials.
· Assist the Vice President with developing, producing, and monitoring productivity reports and complete all monthly reporting.
· Audit processes at the site randomly and at the specific request of fellow Supervisors for quality assurance and to insure compliance with the Sarbanes-Oxley Act and GMAC policy and procedures. Communicate results to the appropriate Supervisor.
· Assist the Supervisors in identifying employees who would benefit from additional training one-on-one or in small groups, setting goals and target dates for the additional training, and tracking improvement.
· Help the other Supervisors identify employees who are highly skilled and performing above the norm. Help those Supervisors set further development and advancement goals for these Employees.
· Observe trends and make recommendations for improving work processes in the organization.
· Oversee the maintenance of trainee, payroll, and attendance records.
· Oversee the stocking and cleaning of the training room.
· Assist with New Employee Orientation in collaboration with management and HR.
· Coordinate with the Technical Support Specialist or computer administrator to add, change, and delete users for client-specific programs and then audit billing statements from computer use vendors.
· When not conducting training, serve as fill-in for process and QA supervisors. May conduct call monitoring and QA process inspections as needed to support the Quality Assurance Supervisor and assist with interviews during the selection process.

Performance Standards:
Personal Responsibility

Lead by example and demonstrates a high level of ethical standards and integrity.
Accept responsibility for actions and results.
Maintain a positive and professional attitude and appearance.
Support management goals and objectives; comply with corporate policies.
Maintain confidentiality.
Maintain regular attendance and punctuality with little or no absenteeism.

Customer Service

Have an understanding of, and commitment to, meeting the client’s needs.
Take a leadership role in demonstrating total commitment to our clients and their customers.

Communication

Speak clearly, professionally, and effectively in interpersonal situations and before groups of employees; represent the organization in a positive manner.
Write in a grammatically correct and understandable manner.

Leadership/Supervision

Function as part of a team. Encourage effective collaboration and problem solving.
Function independently in a multi-task environment while mastering a variety of tasks and functions.
Demonstrate good judgment and behavior within guidelines provided.
Take a leadership role in working in harmony with other team members; share information and work cooperatively to solve problems.
Provide coaching, motivation and guidance to Employees.
Display a commitment to overall success of the center.
Display Semperian core values and leadership competencies.

Team Management

Organize and plan work assignments to make efficient use of time and resources, delegating when prudent; establish proper priorities, maintain follow-up and meet deadlines
Complete performance evaluations as scheduled or needed.

· Monitor adherence to employee wage and hour laws, attendance and punctuality.

Follow appropriate safety precautions.

Technical Skills

Exhibit skill and accuracy with Microsoft Word, Excel, and client specific application and database programs.
Solve practical problems and deal with variables in situations where only limited standardization exists.


Meet metrics for acceptable work performance as determined by the Vice President.



Semperian operates in many locations throughout the United States. Therefore, a willingness to relocate will be viewed as a preferred attribute.


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