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Role Description

This role is responsible for developing and delivering comprehensive training programs, creating and updating market Policies and Procedures, and serving as a subject matter expert in customer service and payroll functions across various markets. The ideal candidate will support IT development within the customer service and payroll functions and ensure the efficiency and effectiveness of our operations.

• Training Curriculum Development:
  • Design and develop training curriculum tailored to the needs of the Customer Services and Payroll department.
  • Create engaging training materials, including manuals, e-learning modules, and presentations.
• Training Delivery:
  • Conduct training sessions for new hires and ongoing training for existing staff.
  • Utilize various training methods to accommodate different learning styles and needs.
• Policy and Procedure Development:
  • Develop and maintain market Policies and Procedures related to customer service and payroll.
  • Ensure all documentation is up-to-date, compliant with regulations, and easily accessible.
• Customer Service and Payroll Expertise:
  • Serve as the subject matter expert for customer service and payroll functions, including handling inquiries, processing payroll, and ensuring compliance.
  • Stay updated on industry best practices and regulatory changes impacting customer service and payroll operations.
• IT Development Support:
  • Collaborate with IT teams to develop and enhance systems and tools used in the customer service and payroll functions.
  • Provide expertise and feedback to ensure technological solutions meet operational needs.
• Continuous Improvement:
  • Monitor and assess the effectiveness of training programs and policies, making adjustments as needed.
  • Implement feedback mechanisms to continuously improve training delivery and customer service and payroll operations.
• Cross-functional Collaboration:
  • Work closely with other departments to ensure cohesive and streamlined customer service and payroll operations.
  • Provide support and training to cross-functional teams as needed.

Qualifications

• Education: Associate/Bachelor's degree in Business, Human Resources, Education, or a related field.
• Experience: Minimum of 3-5 years of experience in customer service and payroll functions.
• Proven experience in developing and delivering training programs.
• Skills:
  • Strong knowledge of customer service and payroll systems and related IT solutions.
  • Excellent written and verbal communication skills.
  • Ability to present complex information in an understandable manner.
  • Strong organizational and project management skills.
  • Proficiency in MS Office Suite and experience with e-learning platforms.
• Personal Attributes:
  • Detail-oriented and highly organized.
  • Strong analytical and problem-solving skills.
  • Ability to work independently and as part of a team.
  • Commitment to continuous learning and professional development.

Company Description

GT Independence is a national organization and a trusted leader in personal and financial services for people in need of home and community-based care throughout the country. We help thousands of people in public health programs across the country find and hire their own personal assistants.

• Our Operations team strives to create trust, autonomy and even fun.
• We believe that everyone can contribute and that the best employees are intrinsically motivated.
• We value excellence, but we won’t micromanage to achieve it.
• Team members enjoy flexible time off, competitive wages and benefits, and the opportunity to grow professionally.