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Gap Inc. Direct

General Information


Job title: Trainer, GID Contact Centers
Job location: Grove City, OH 43123 United States
Requisition code:
Date posted: 08/02/13
Job type: Full-Time
Compensation: ** TO APPLY USE JOB COE 028BJ **

Job Classification

Job Category:Training Specialist

Job Description

Job description:
GENERAL SUMMARY: Growth, Innovation & Digital (GID), a division of Gap Inc. is searching for a dynamic learning & development professional to conduct, evaluate, and improve on-going training programs. This position is responsible for designing and delivering multimedia based training programs using virtual and web authoring platforms and technologies. This role will use a variety of media to increase learning potential and enable GID to promote virtual communication and training for digital and global expansion.

• Support the Customer Contact Center by designing, developing and delivering training content.
• Design intuitive and engaging eLearning courses that supports independent learning.
• Design, develop and facilitate virtual training to support cross-site facilitation and partnerships.
• Partner with Instructional Designer to perform data analysis on performance patterns for improving training curriculum and quality assurance scores.
• Partner with Instructional Designer to assess return on investment (ROI) of training programs.
• Increase performance results by exploring and developing new training initiatives.
• Design facilitator-led and multimedia based training programs.
• Provide input to Instructional Designer and Manager on system development and software usage for training technology.
• Utilize the Learning Management System to create courses and classes. Update classes with attendance and grades to ensure accurate reporting.
• Work in close partnership with Quality Supervisor to ensure the quality of the customer’s experience through appropriate and timely training interventions.
• Assist in the delivery of training sessions conducted by various business leaders (e.g., Merchants,Vendors, IT, Finance, etc).
• Develop curriculum storyboard and partner with Instructional Designer, Manager, department leaders and subject matter experts to ensure development is on course.
• Delivery of Gap Inc. training as needed.
• Maintain training standards, meet prescribed timelines and meet budgetary objectives. Communicate any project roadblocks to Manager.
• Delivery of training content which supports customer contact center functional and organizational objectives.
• Work in close partnership with Manager, Operations and Scheduling teams to ensure timely execution of training programs.
• Partner with Instructional Designer and Manager to improve training effectiveness by identifying and utilizing new approaches and techniques. Continually suggest improvement for on-going/supplemental training programs.
• Identify critical customer service issues and report them to the Sr. Manager, Training & Quality.
• Ensure effective communications—up, down, and across the business
• Be a strong advocate of Gap Inc’s culture and principles: Think: customers first; Inspire: creativity; Do: what’s right; Deliver: results

ORGANIZATION RELATIONSHIPS: Interact with all members of the Call Center Team, Operations Team and Human Resources. Assist and partner to coordinate meetings and activities with all members of the Training Department.

This job description intends to describe the general nature and level of work being performed by associates assigned to this job. It is not intended include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.


Job Requirements

Education, training, experience:
1) Knowledge, skills & abilities:
•Virtual Design, eLearning Development, Multimedia Training Design, and/or Instructional Design experience.

•Strong understanding of Training and Adult Education Theory.

•Experience with quality assurance monitoring technologies, Microsoft Office products, and HTML or Web Authoring software.

•Excellent analytical, communications and decision-making skills.

•Strong instructional design/writing skills.

•Excellent interpersonal and facilitation skills.

•PC skills: Microsoft Office—Word, Excel, PowerPoint, Access or other software/database skills.

2) Physical requirements:
•Requires standing for long periods of time while training a class (5-8 hours per day)

•Requires an interactive, hands-on training approach through walking around the training environment for various periods of time

•Ability to coordinate and setup learning environments, activities and materials

•Ability to flex work schedule to meet business needs, including nights and weekends

3) Minimum educational level:
•Bachelor’s degree in Training or equivalent experience.

4) Minimum experience:
•5 years of training experience.

•Knowledge of call center, selling, and apparel terminology.

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