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Operational Trainer

Date Posted:  Oct 10, 2019
Requisition ID:  25541
Location: 

Indianapolis, IN, US, 46204

Work for Indiana

Grow your career with the State of Indiana! With more than 50 executive branch agencies, the State of Indiana is a diverse workforce offering employees stimulating and challenging projects across a broad scope of career opportunities. As a State of Indiana employee, you impact the well-being of Indiana’s communities every day.

 

About the Indiana Department of Revenue

The Indiana Department of Revenue is responsible for providing service to Indiana citizens regarding state tax matters. Additionally, the department administers state tax laws, develops regulations and makes decisions about tax policy.  Join our team that has been named as an IndyStar 2019 top places to work.

 

Salary

Salary for this position is commensurate with education and experience.

 

About the Job

As an Operational Trainer you're responsible for the development and delivery of classroom and web-based training to all areas of DOR Customer Service and act as the key contact for the department.  You will manage the development of courses and the construction of instruction materials for the DOR’s Frontline Customer Service Training Program. In this role you will work to ensure Customer Service achieves improvements in Member Satisfaction, adherence to PII, and accuracy of resolution.  You will also incorporate leadership, representative, survey, and Quality Assurance feedback for the creation and deployment of ongoing refresher training. You will create and deliver professional-level new hire and refresher training tools and materials.  In this role you will also establish and track the achievement of measurements of training success.  The role will also require you to perform duties that pertain to the functioning of the training, where needed, such as tracking training in PeopleSoft, maintaining training catalogs, calendars, booking rooms, and  providing learner customer service.  Your secondary function consists of working within established training development guidelines to construct new programs or revise existing ones. This position reports and is accountable to the DOR Customer Experience Manager.

A Day in the Life
  • Create and maintain a comprehensive educational program and curriculum for Customer Service, Payment Services, Field Representatives and District Offices
  • Design and update instructional materials supporting Customer Service to be used in multiple platform and technological formats
  • Facilitate classroom and web-based training to Customer Service
  • Assist in the administration of all DOR training functions including maintenance of learning management systems and other administrative duties pertaining to division metrics, enrollment, bookings, reporting, etc.
  • Identify training needs and provide feedback to management at all levels related to the planning strategies to satisfy those needs
  • Collaborate with other training staff and personnel within DOR by sharing resources and technical expertise to develop curriculum, materials, and programs aimed at facilitating overall communication, coordination, and cooperation
  • Assist with the provision of support to departmental managers and supervisors to ensure curriculum developed allows for proper application, usage, and understanding and provides assistance to department subject matter experts with the production of materials to be used for training on-the-job
  • Design and develop training aimed as basic, intermediate, and advanced levels of staff knowledge and skills including at the leader and senior leader level
  • Perform other duties as directed by the DOR Customer Experience Manager
What We're Looking For
  • Knowledge and skills typically acquired through a Baccalaureate degree
  • 3-4 years of professional experience in training and development
Supervisory Responsibilities/Direct Reports:
This role may serve as a team lead for an assigned work group.

 

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefit package for full-time employees which includes:

  • Four (4) medical plan options (including RX coverage) and vision/dental coverages
  • Wellness program (offers eligibility into a discounted medical plan)
  • Health savings account (includes bi-weekly state contribution)
  • Deferred compensation account (similar to 401k plan) with employer match
  • Two (2) fully-funded pension plan options
  • Group life insurance
  • Employee assistance program that allows for covered behavioral health visits
  • Paid vacation, personal and sick time off
  • Competitive leave policies covering a variety of employee needs
  • 12 company paid holidays, 14 on election years
  • Qualified employer for the Public Service Loan Forgiveness Program
  • New Parent Leave
  • Free Downtown Parking

 

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer

Current Employee? Click here to apply.


Nearest Major Market: Indianapolis