Contractors’ Warehouse —
Senior Learning Specialist – Contact Centers
Location – Atlanta, GA
Job ID – Req126603
Category – Human Resources
Apply By – Applications are accepted on an ongoing basis
Location – Atlanta, GA
Job ID – Req126603
Category – Human Resources
Apply By – Applications are accepted on an ongoing basis
Company Overview
What’s the best place we’ve ever built? The place where we work. At Home Depot, our goal is to provide the highest level of service, the broadest selection of products, and the most competitive prices. As the world’s largest home improvement specialty retailer, we operate more than 2,200 retail stores across North America. And each of our associates are focused one thing — helping our customers build and improve their homes, businesses, and ultimately their lives.
Position Purpose:
Oversees the research, design, and development of Training programs for Customer Care.
Collaborates with other Training Specialists, THD Learning, internal contractors, and external vendors in the creation and execution of training deliverables.
Conducts training needs analysis to determine training objectives, instructional strategies, project scope, time frames, resources requirements, and potential constraints.
Performs task and content analysis to obtain the specific information to be included in the training and the expected deliverables.
Uses knowledge of instructional design, adult learning theories, and THD to translate business requirements into learning requirements, curriculum maps, and course materials.
Conducts usability test and pilots to assess training effectiveness.
Works with Leadership to help drive process improvements, standards, methods, tools, and competencies across the SSC/Call Center Learning Development Team.
Key Responsibilities:
- 30% Guides and directs work for team to ensure proper course/curriculum creation and delivery. Provides coaching, teaching, and training to team.
- 30% Participates in the planning, conducting, and reviewing of any training within Call Center and helps to assess training effectiveness through observation and quantitative analysis. Provide consistent feedback to the team on this analysis.
- 15% Assists in the development of workplans, curriculum maps, and implementation plans.
- 15% Works with associates, team, and Leadership to determine individual, team, and department training needs.
- 10% Tracks industry trends in Training and Learning by participating in various external organizations; benchmark with other internal and external organizations
Direct Manager/Direct Reports:
- Position reports to Manager, Training
- Accountable for direct supervision of the work activities of others while in the training and onboarding environment only. In addition to personnel issues — including selection, termination, performance appraisal and professional development of subordinates.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Experience with the production and execution of classroom based training and adult learning principles
- Experience in creating training materials for contact center and retail organizations
- Experience supervising teams
- Experience conducting learning needs analysis and developing curriculum
- Experience in Instructional Design
- The Home Depot and Call Center experience a plus
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 2
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Proficiency with software including MS Word, MS Powerpoint, MS Excel
- Experience with Captivate, eLearning, and Learning Management Software a plus a working knowledge of content authoring/development tools such as Director
- Proficient knowledge of Project Management principles and MS Project
- Excellent written and communication skills
- Excellent interpersonal skills
Paid Time Off Benefits
Salaried associates are eligible for 2 weeks of vacation in their first year; FT hourly will be eligible for 40 hours of paid vacation time after 6 months of continuous service; (for positions in Washington State, Spokane, and Tacoma only) – Salary and Temporary associates will earn 1 hour of sick time for every 40 hours worked; FT associates will earn 1 hour of sick time for every 40 hours worked or 4 hours per month, whichever is greater; (for positions in Seattle only) – Salary and Temporary associates will earn 1 hour of sick time for every 30 hours worked; FT associates will earn 1 hour of sick time for every 30 hours worked or 4 hours per month, whichever is greater.
Location – Atlanta, GA
Job ID – Req126603
Category – Human Resources
Apply By – Applications are accepted on an ongoing basis
Role Overview
Position Purpose:
Oversees the research, design, and development of Training programs for Customer Care.
Collaborates with other Training Specialists, THD Learning, internal contractors, and external vendors in the creation and execution of training deliverables.
Conducts training needs analysis to determine training objectives, instructional strategies, project scope, time frames, resources requirements, and potential constraints.
Performs task and content analysis to obtain the specific information to be included in the training and the expected deliverables.
Uses knowledge of instructional design, adult learning theories, and THD to translate business requirements into learning requirements, curriculum maps, and course materials.
Conducts usability test and pilots to assess training effectiveness.
Works with Leadership to help drive process improvements, standards, methods, tools, and competencies across the SSC/Call Center Learning Development Team.
Key Responsibilities:
- 30% Guides and directs work for team to ensure proper course/curriculum creation and delivery. Provides coaching, teaching, and training to team.
- 30% Participates in the planning, conducting, and reviewing of any training within Call Center and helps to assess training effectiveness through observation and quantitative analysis. Provide consistent feedback to the team on this analysis.
- 15% Assists in the development of workplans, curriculum maps, and implementation plans.
- 15% Works with associates, team, and Leadership to determine individual, team, and department training needs.
- 10% Tracks industry trends in Training and Learning by participating in various external organizations; benchmark with other internal and external organizations
Direct Manager/Direct Reports:
- Position reports to Manager, Training
- Accountable for direct supervision of the work activities of others while in the training and onboarding environment only. In addition to personnel issues — including selection, termination, performance appraisal and professional development of subordinates.
Travel Requirements:
- Typically requires overnight travel less than 10% of the time.
Physical Requirements:
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
Preferred Qualifications:
- Experience with the production and execution of classroom based training and adult learning principles
- Experience in creating training materials for contact center and retail organizations
- Experience supervising teams
- Experience conducting learning needs analysis and developing curriculum
- Experience in Instructional Design
- The Home Depot and Call Center experience a plus
Minimum Education:
- The knowledge, skills and abilities typically acquired through the completion of a associate's degree program or equivalent degree in a field of study related to the job.
Preferred Education:
- No additional education
Minimum Years of Work Experience:
- 2
Preferred Years of Work Experience:
- No additional years of experience
Minimum Leadership Experience:
- None
Preferred Leadership Experience:
- None
Certifications:
- None
Competencies:
- Proficiency with software including MS Word, MS Powerpoint, MS Excel
- Experience with Captivate, eLearning, and Learning Management Software a plus a working knowledge of content authoring/development tools such as Director
- Proficient knowledge of Project Management principles and MS Project
- Excellent written and communication skills
- Excellent interpersonal skills
Paid Time Off Benefits
Salaried associates are eligible for 2 weeks of vacation in their first year; FT hourly will be eligible for 40 hours of paid vacation time after 6 months of continuous service; (for positions in Washington State, Spokane, and Tacoma only) – Salary and Temporary associates will earn 1 hour of sick time for every 40 hours worked; FT associates will earn 1 hour of sick time for every 40 hours worked or 4 hours per month, whichever is greater; (for positions in Seattle only) – Salary and Temporary associates will earn 1 hour of sick time for every 30 hours worked; FT associates will earn 1 hour of sick time for every 30 hours worked or 4 hours per month, whichever is greater.
Remote/virtual – An associate in a remote/virtual role typically is not required to work from a designated Home Depot location to complete their job duties. Limited or infrequent in-office presence may be required. We also refer to this as location – independent.
Learn more about our 4 different work locations. Additional information will be provided during the application process.
As part of the application process for this role, there will be an on-line assessment. The assessment usually takes about 17 minutes to complete. You will be directed to the assessment link immediately after submitting your application. Once you click on the link, you will need to complete it within 72 hours after starting it. You may stop and restart the assessment as many times as you like within the 72-hour time frame.
During the assessment, we’ll ask you questions about your approach to work and various work-related situations. The questions are based on characteristics that are related to performing successfully in hourly roles at The Home Depot, including:
- Professional Experience
- Learning Potential
- Responsibility
- Customer Focus
If you have a disability and would like to request an accommodation related to the assessment, or you would like to obtain more information about the assessment, click here to learn more.
Store Location
GA01
VIRTUAL
Atlanta, GA
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