About the Company

Axcel ILT Axcel Instructor-Led Training services the entire lifecycle of employee technical training. With our winning team, we provide a full suite of services and resources to help businesses, government agencies, and other organizations upskill, reskill, and meet the growing demand for professional development. Our instructor management team plays a crucial role in ensuring our training programs are delivered by the best instructors, meeting the highest standards of quality and relevance. Learn more at www.axcel-learning.com/our-companies/axcel-ilt/

About the Role

We are seeking a dedicated and detail-oriented individual to join our Instructor Management Team. This role requires a blend of strong organizational skills, exceptional communication abilities, and a general understanding of IT training methodologies. The ideal candidate will be responsible for fulfilling Sales resource requests, balancing quality and cost impacts on the business, and coordinating our team of instructors, ensuring they have the resources and guidance needed to deliver outstanding training experiences.

Responsibilities

Instructor Recruitment and Onboarding:

• Source, interview, and hire qualified IT instructors.
• Conduct comprehensive onboarding sessions to familiarize new instructors with company policies, teaching methodologies, and available resources.
• Ensure all instructors have the necessary certifications and qualifications.

Instructor Scheduling and Coordination:

• Manage instructor schedules to ensure optimal coverage for all training sessions.
• Coordinate with instructors to accommodate their availability and preferences.
• Handle any scheduling conflicts or last-minute changes efficiently.

Performance Monitoring and Feedback:

• Monitor instructor performance through student feedback
• Provide constructive feedback and support to help instructors improve their teaching techniques and content delivery.

Curriculum and Content Coordination:

• Collaborate with instructors and the curriculum development team to ensure training materials are up-to-date and aligned with industry standards.

Zendesk Ticket Handling:

• Monitor and manage instructor-related tickets in Zendesk.
• Respond promptly to instructor inquiries and issues submitted through Zendesk.
• Escalate complex issues to appropriate departments and ensure timely resolution.
• Maintain accurate records of ticket status and resolution in Zendesk.

Administrative Support:

• Maintain accurate records of instructor credentials, performance metrics, and training schedules.
• Handle administrative tasks related to instructor management, such as:
• Receiving class addition requests and assigning the trainer, reserving them in the system, and send the appropriate communications.
• Sending instructor confirmation letters.
• Addressing any logistical issues.
• Handling payroll related inquiries.

Other tasks, as assigned.

Qualifications

• Excellent organizational and multitasking skills.
• Strong problem-solving skills in both proactive and reactive situations.
• Outstanding communication and interpersonal abilities.
• Ability to work independently and as part of a team.
• High attention to detail and commitment to quality.
• Proficiency in using Salesforce and Zendesk are preferred but not required.

Reporting structure: This role reports directly to Kerrie Redmond, Manager of Instructor

Delivery for Axcel ILT.

Goals for the period:

• Decrease the average wait time for the instructor management team in two categories. (1) First reply: 9 business hours. (2) Full resolution (for tickets other than sourcing) or waiting for sales (for sourcing tickets): 24-48 hours.
• Increase adoption of Instructor Management function by Sales.

Compensation for this position is as follows:

• Base salary: $46,000 USD
• Performance review cadence: Performance reviews shall be held annually. Interim
• performance reviews may be triggered upon the request of Kerrie Redmond or by the Senior
• Director of Delivery Operations.

Benefits for this position is as follows:

Unlimited PTO

Fully remote work environment

Sponsored medical benefits

At Axcel ILT, we believe a focus on diversity, equity, and inclusion is integral to hiring exceptional people and creating enduring businesses. To inspire growth at our firm and throughout our portfolio, we strive to create an organization where every individual is celebrated, heard, valued, and empowered to reach their full potential. We will continuously look for ways to improve and evolve in our ever-changing world and we are committed to ensuring Axcel ILT is one of the best places to work for all by creating diverse teams, strengthening our culture of inclusion, and giving everyone an equitable opportunity to succeed.

Axcel ILT is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.

As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers.