Training & Development Specialist

KGPCo is the go-to partner to Communications Service Providers. Our customers rely on our extensive range of network solutions and services to help them build, maintain, and transform networks that connect the world.

The communications industry is evolving every day and we are at the frontline of these innovations. From ground to cloud, the work we do is transforming networks and impacting communities nationwide. It’s work that happens because of our motivated teams of doers and problem solvers.

Our Core Values define how we do business:
• The Customer is Everything.
• Relationships Matter. All of Them.
• Question Things. Take Action.
• Work Hard. Work Smart. Enjoy the Experience.
• Growth Mindset.

It’s not just a job – it’s a step in your career!

SUMMARY:

The Training & Development Specialist position will oversee a wide variety of tasks to support all Service Provider markets (e.g. Regional Markets, Tier 2, National Accounts, etc.) which may include, but are not limited to, program development, implementation and management of programs;  promoting training practices and facilitating day to day new hire and existing employee refresher training. Accountable for the development and implementation of training plans and processes to support organizational goals, day to day project management support, coordination with external partners, team coordination and execution of program initiatives.  Will also manage planning and oversight to customer project requirements, and tracking program success.  Responsible for developing, obtaining, and maintaining all job aid documentation needed to oversee the program.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Manage overall departmental or individualized training program to ensure all new hires, department employees, and/or Shared Services Associates are trained to manage day-to-day order management tasks in accordance with the departmental policies and procedures as required.
• Maintain a keen understanding of training trends, developments, and best practices
• Identify and assess future and current training needs through job analysis, training feedback, and consultation with Operations Managers.
• Monitor and evaluate training program’s effectiveness, success, and ROI periodically and report on them.
• Manage and implement procedures including all job aides that support the program are maintained on the KGPCo Hub with complete accuracy.
• Manage assigned projects to completion, ensuring that all activities are coordinated, completed, and kept current.
• Serve as liaison across customer units to obtain a thorough knowledge of procedures, as well as to understand the Company’s ability to procure and manage orders for successful project completion. 
• Develop a detailed project plan, including measurements of success, and the associated timeline required for program implementation.  Execute plans and decisions related to the program.
• Prepare detailed analysis of the program, including status reports, service level metrics, and project measurements, as well as both formal and informal presentations to all levels of management that effectively communicates the health and status of the program.
• Ensure all Shared Services Associates are trained to manage the day to day order management tasks in accordance with Broadband Networks departmental policies and procedures as required.
• Performs other duties as requested by Manager.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Exhibit personal leadership and self-awareness

Exhibit a tendency for continuing education and self-improvement

Exhibit enthusiasmand determination

Exhibit intellectual curiosity

Exhibit exceptional organizational skills

Exhibit a strong problem-solving approach

Exhibit strong verbal and written communication skills

Exhibit the ability to define problems, collect data, establish facts, and draw valid conclusions

EDUCATION and/or EXPERIENCE:

• Bachelor’s Degree (B.A.) from a four-Year College or university; or equivalent combination of education and experience
• Prior training experience
• 3+ years of experience managing ongoing projects or programs is required, or an equivalent combination of education and experience
• Customer service orientation with a strong problem-solving approach 
• Advanced oral and written communication skills
• Ability to communicate across multiple service groups to both internal and external customers as well as with all levels within the organization
• Performance metrics experience
• Program management experience desired
• Effective presentation skills
• Advanced knowledge of KGPCo’s internal systems preferred

LANGUAGE SKILLS:

Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the Company.

MATHEMATICAL SKILLS:

Ability to add and subtract 10-digit numbers, to multiply and divide with tens and hundreds; ability to perform these operations using units of American money and weight measurement, volume and distance.

REASONING ABILITY:

No major critical thinking required.  Work follows established job aids and business rules.  Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form; ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

 While performing the duties of this position, the employee is regularly required to talk and hear.  The employee frequently is required to sit, use hands to finger, handle or feel objects, tools or controls and reach with hands and arms. 

 Specific vision abilities required by this position include close vision, color vision, peripheral vision and the ability to adjust focus.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate. 

BENEFITS:

Medical, Dental, Vision and Supplemental insurance plans

Flexible Spending Accounts

401(k) with Company match

Generous vacation, holiday, and sick/safe time

Pet insurance for our non-human family members 

KGPCo is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity