Training & Development Specialist, Telephone Operations

Description

AFSPA is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity and Affirmative Action Employer, making decisions without regard to race, color, religion, sex, sexual orientation, national origin, age, veteran status, disability, or any other protected class.

*A Resume is required for consideration. Applications without a resume will be automatically disqualified from consideration.*

Compensation for this position is in the $61k range to $69k range, depending on qualifications and experience.

We offer benefits that include subsidized Medical and dental coverage. Other optional benefits include 401K, Vision, Life Insurance, & more.

Hybrid work schedule until otherwise notified. Hybrid work schedules are based on business needs and may require you to work in the office up to 4 days per week.

Summary: The Training & Development Specialist, Telephone Operations, is responsible for facilitating and supporting training programs that prepare employees to successfully perform telephone-based customer service and operational responsibilities. This role delivers onboarding, systems training, refresher courses, and ongoing development initiatives to ensure employees have the knowledge, skills, and resources necessary to provide exceptional service and meet performance expectations.

This role also supports the development and maintenance of training materials and learning content by partnering with designated training design resources and subject matter experts to ensure accuracy, consistency, and alignment with operational needs.

Essential Duties and Responsibilities:

Training Delivery and Facilitation

• Facilitate instructor-led, virtual, and on-the-job training programs for new and existing employees.
• Conduct new hire onboarding and orientation programs for Telephone Operations staff.
• Deliver training on operational workflows, call handling procedures, customer service standards, departmental policies, and internal systems.
• Provide refresher training and communicate process updates, system enhancements, and operational changes.
• Utilize adult learning principles and a variety of instructional methods to support learner engagement and knowledge retention.

Performance Support and Coaching

• Collaborate with leadership and Quality Assurance (QA) teams to identify training opportunities and performance improvement needs.
• Provide coaching, guidance, and constructive feedback to support employee growth and development.
• Assist employees in transitioning from training to operational responsibilities through ongoing support and reinforcement.
• Recommend targeted development plans and retraining initiatives based on quality results, performance trends, and identified knowledge gaps.

Training Program Development and Continuous Improvement

• Develop, update, and maintain training materials, presentations, job aids, reference guides, and learning resources.
• Evaluate training effectiveness through participant feedback, assessments, quality metrics, and operational performance data.
• Recommend enhancements to training content, delivery methods, and learning strategies to support continuous improvement.
• Support implementation of new processes, systems, and operational initiatives through effective training and communication.

Collaboration and Administrative Support

• Partner with supervisors, managers, Quality Assurance, and other departments to support organizational goals and employee development initiatives.
• Maintain accurate training records, attendance documentation, learning resources, and training reports.
• Participate in departmental meetings, projects, and continuous improvement efforts.
• Consistently track and report GPS-related issues on a daily and weekly basis while maintaining accurate and organized tracking logs.
• Assist with special projects and training-related assignments as needed.

Requirements

Qualifications:

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of adult learning principles and instructional methodologies.
• Understanding of telephone operations, customer service standards, and call center best practices.
• Strong facilitation, coaching, and mentoring skills.
• Ability to build positive working relationships and collaborate effectively with employees and leadership.
• Strong verbal and written communication skills.
• Ability to adapt training approaches to meet changing business needs and diverse learning styles.

Education/Experience:

• Minimum Qualifications: One (1) year of relevant experience in training, learning and development, customer service, call center operations, human resources, adult education, or a related field. An equivalent combination of education, training, certifications, and experience may be considered.
• Preferred Qualifications: Certification or formal training in learning and development, instructional design, facilitation, or a related field (e.g., ATD, CPTD, CPLP, Train-the-Trainer, or similar) is highly desirable. Experience in a call center or telephone operations environment is strongly preferred and considered highly relevant to success in this role.
• Experience facilitating classroom, virtual, and/or on-the-job training.
• Strong presentation, communication, coaching, and organizational skills.
• Ability to analyze performance trends and identify training opportunities.
• Proficiency with Microsoft Office applications and learning or training management systems.
• Ability to manage multiple priorities and collaborate effectively across departments.

Work Location:

The following are work locations that AFSPA utilizes: New Carrollton, Maryland Satellite Office; Washington, DC Headquarters; and hybrid remote. This position is not fully remote. Work location will be assigned and/or changed based upon business need and at Management’s sole discretion.