General Dynamics Information Technology has an immediate opportunity for a Training Facilitator to support our Customers program-specific training programs focusing on a multi-channel care center and help desk. The training facilitator will deliver course content using instructor-led (on-premises/classroom), web-based, eLearning and virtual facilitation formats. Instructional content will be specific to the clients established procedures, tools, security, and mission. Course topics will include, but not limited to orientation and initial system access checks, product-specific releases, product enhancements, advanced call type training, customer service skills, quality, and refresher training. This position include the following duties and responsibilities included (but not limited to):

• Prepares for training delivery by reviewing required materials and participates in Train-the-Trainer sessions
• Delivers training in needed time zone / shift / format
• Evaluates learners progress in real-time on job-related customer service behaviors
• Manages training activities to ensure course objectives are met
• Supports learners through the training and nesting period, including assisting customer care personnel with escalated calls
• Stays abreast of content design and instructional design principles: learning theory, motivation theory, and new materials, methods, and techniques and uses this knowledge to develop innovative care center learning solutions
• Work with subject matter experts and Call Center Leadership team to develop and implement training for call center agents, according to defined methodology, policy and procedures
• Serves as a subject matter expert in the development and maintenance of training courses and materials in coordination with Instructional Systems Designers

This program only accepts US citizens and/or Green Card Holders. The security clearance for this program requires the selected candidate to have resided in the US for the past five years. The selected candidate cannot have left the country for longer than 90 consecutive days and no more than 180 cumulative days.

Education:

• Possession of a 4-year degree preferred or equivalent experience

Qualifications:

• Minimum of thirteen (13) years professional experience; 3-5 years of professional classroom facilitation experience in training capacity required
• Contact/Call Center training experience is preferred
• Experience with providing effective coaching and feedback
• Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired
• Experience with facilitation in a contact center/help desk environment
• Experience with Captivate, Camtasia and / or Creative Cloud
• Experience with Salesforce.com/CRM platform
• Professional demeanor and attitude
• Must be available to travel if required
• Training Certification is plus

Additional Job Description

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.