Supervisory Training Specialist

The incumbent of this position serves as a liaison between supervisors and employees and may plan and assign work and training as needed. Types of training may include VBA program training, basic skills, customer service training, technical training, mandatory and quality improvement training: Responsible for planning, programming, coordinating, supervising, managing, directing and/or reviewing all activities for the RCC Training Program. Responsible for advising the Regional Contact Center Manager (RCCM) on daily operations of the Training Team, to include reporting daily operations problems and needs to achieve goals and objectives of the RCC. Serves as subject matter expert for the RCC; Maintains the RCC training and reference materials for the division. Serves as one of the Training Coordinator for all RCC training to include all annual required training, new-hire training, and ongoing refresher training. Ensures that any work processed by the trainees is reviewed 100% of the time to evaluate performance. Serves as a Talent Management System (VA TMS) Administrator for the RCC, records training events for NCC personnel, manages user accounts and coordinates technical support, generates compliance/deficiency reports for all mandatory training, and monitors VA TMS reports to track projected and completed training. Serves as first-line supervisor for employees during new-hire training and mentoring; May serve as "acting" team supervisor, when needed. Develops and manages a division training program that effectively assesses training needs; solicits input from management and employees, analyzes local and national call quality results, and may conduct call review to identify trends. Helps others learn through formal or informal methods; identifies training needs; provides constructive feedback; coaches others on how to perform tasks; acts as a mentor. Promotion Potential: Not Applicable/Position is at full performance. Work Schedule: Full time, Monday through Friday Compressed/Flexible: Available, as approved by the division chief and agency policy Telework: No, this is a remote position. Virtual: This is a remote position. Position Description/PD#: Supervisory Training Specialist : PD37006A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Bargaining Unit: No