Looking for a career where you can make a difference every day? Serco is looking for a Training Specialist to join our team! The Lead Trainer is instrumental in cultivating a highly skilled and adaptable contact center workforce, ensuring agents are proficient in effectively responding to public inquiries across all channels. This role drives the continuous development of training programs, from new hire onboarding to advanced skill enhancement, directly impacting service quality and the overall citizen experience. Leveraging a keen understanding of learning methodologies, the Lead Trainer ensures our team is always equipped with the knowledge and tools necessary for success.

As a Training Specialist, you will:

• Conduct dynamic knowledge-based and operational training programs for both new hires and established staff, adapting content and delivery methods to meet diverse learning needs and optimize agent performance.
• Actively participate in and support the design and enhancement of training plans and curricula, ensuring they align with operational goals and best practices for higher-order training and development.
• Develop and administer robust knowledge assessment testing to evaluate training effectiveness and identify areas for further agent development.
• Track and report on training effectiveness, agent progress, and program improvements, providing data-driven insights to refine learning strategies.
• Contribute to the drafting of a monthly action and improvement report, offering strategic recommendations regarding content, QA, customer satisfaction (CSAT), and training to optimize overall contact center performance.
• Research, design, write, edit, and maintain comprehensive training documentation and materials, ensuring accuracy and accessibility for all agents.

To be successful in this role, you will have:

• A Bachelor's degree.
• Two or more years experience delivering customer service training.
• Two or more years experience in a contact center.
• Knowledge of contact center systems, CRM, and performance statistics.

In compliance with state and local laws regarding pay transparency, the target salary range is $80,000 - $100,000; however, Serco considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, and key skills.

Serco Inc. is using this posting for the purpose of responding to a proposal. We are seeking qualified candidates in the event of a contract award. This position is not currently funded/active. Should Serco be awarded the contract, and you meet the qualifications of the position, you will be considered in the selection process.

If you are interested in supporting and working with USPTO and a passionate Serco team- then submit your application now for immediate consideration.  It only takes a few minutes and could change your career!

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.

Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.