311 Call Center Intern (NCS) – BCIT

THIS IS A NON-CIVIL SERVICE POSITION

POSTING DATE: 4/4/2025

SALARY RANGE: $15.00 – $28.80 Hourly

BACKGROUND CHECK

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed. 

PROBATION

All persons, including current City employees, selected for this position must complete a mandatory 6-month probation.

SUMMARY OF POSITION

We are seeking a motivated Training & Development intern to assist our Training Officers in overhauling our call center training program. This role will focus on making training more efficient, modern and engaging by incorporating electronic learning tools, streamlining content, and developing refresher training programs. This is an excellent opportunity for someone interested in learning and development, instructional design or call center operations to gain hands on experience in transforming training programs.

ESSENTIAL FUNCTIONS

• Training modernization & efficiency Collaborate with Training officers to analyze existing materials and identify areas for improvement.
• Assist in converting traditional training materials into digital formats (e-learning, modules, video tutorials and interactive guides)
• Research best practices in adult learning and call center training to enhance effectiveness.
• Help design & implement LMS training modules for new hires and existing employees.
• support development of self-paced learning courses for onboarding and ongoing education.
• Create knowledge checks Assist in identifying skill gaps & developing targeted refresher training Help create bite sized learning materials (microlearning videos) Track & analyze training engagement and effectiveness providing feedback for engagement

EDUCATION AND EXPERIENCE REQUIREMENTS

• Currently attend a Maryland high school as a junior/senior.
• Currently attend a Maryland higher education institution.
• Graduated from a Maryland high school, but currently attend a non-Maryland higher education institution.
• Graduated from a Maryland high school and is currently enrolled or graduated from a career technical training program.
• Available to work a minimum of 20 per week.

ADDITIONAL REQUIREMENTS

EDUCATION: Currently pursuing or recently completed a degree in T&D, Instructional design, HR, Communications or business-related field. Strong interest in learning and development, employee training or instructional design.

AND

EXPERIENCE: Have experience with or willingness to learn e-learning tools Proficiency in Microsoft Office (PP, word, Excel) and familiarity with digital design tools (Canva, Adobe etc..)

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent written and verbal communication skills and attention to detail Ability to work independently and collaboratively Familiarity with Tableau & Salesforce is a plus
• Understanding of adult learning principals and training methodologies
• Basic knowledge of instructional design Familiarity with call center operations and customer service principals
• Awareness of learning management systems (LMS) Technical skills (PowerPoint, video editing or e-learning software)

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Requests for accommodations should not be attached to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER

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