Training Specialist - Call Center
 Windsor, CT

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Profile Summary:

We are looking for a Training Specialist to work in Service Center Training Department at our Windsor, CT office. The Training Specialist will possess training experience and Financial Services experience.

  • Assess training needs, design, deliver and measure impact of training for business partners. Lead training projects for enterprise business-specific initiatives.
  • Assist in onboarding and coaching Training Specialists on facilitation & training design.
  • Works with business partners to solve problems that impact training of employees.

Profile Description:

Provide formal coaching to staff and business partners with pre-identified objectives and measurable outcomes Design curriculum, job aids, and manuals to meet training outcomes as defined by needs assessment

  • Develop and implement interactive, engaging, learner-focused instruction for new hires and existing employees.
  • Facilitate classroom or virtual training for a variety of needs, such as new hire orientations, job skills (technical) training, and product rollouts.
  • Encourage and enhance participation, facilitate discussion, and keep learners focused by managing timing and pace.
  • Collaborate with business partners to create training solutions and appropriate evaluations of skills and knowledge transfer.
  • Manage classroom performance and report back to business partners on a weekly basis.
  • Gain a thorough knowledge of products, departmental processes, and operational systems.
  • Manage session logistics including access to systems and platforms, build out training content for training databases, create Instructor Led Training modules and sessions within the Learning Center.
  • Design and facilitate departmental training and other customized programs utilizing a systematic internal consulting process
  • Follow up with customers to assess further needs and outcomes of training
  • Facilitate communication among employees and management
  • Facilitate process design sessions with business partners and leaders
  • Identify and implement industry best practices
  • Oversee and lead updates to all material in core curriculums on an annual basis
  • Be able to deliver training for multiple functions and business lines across the organization
  • Drive strategy in project execution by managing sub-project deliverables around process design, training design, delivery, and measurement

Education & Experience:

  • Bachelor's degree or equivalent experience
  • 2-4 years of financial Services experience with classroom and virtual facilitation as well as instructional design.
  • Enjoys new experiences and challenges. We need people who look forward to seeing others 'get it' when learning truly takes place.
  • Demonstrates strong written and verbal communication skills.
  • Builds strong relationships with leaders and business partners at all levels in the organization.
  • Seeks continued professional development and has openness to coaching.


Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills.