Training Program Specialist

hace 6 días


Ciudad de México, Ciudad de México Tiktok A tiempo completo
Job Title

A Training Program Manager role has become available within our organization to oversee the training process of our service delivery team.

About the Role

We are seeking a highly skilled professional to establish and manage a comprehensive training program that aligns with our team's objectives.

Key Responsibilities
  • Create and execute a strategic training plan, setting clear goals and key performance indicators to measure success.
  • Collaborate with our team trainer to develop and deliver training programs that enhance knowledge, service quality, and professionalism among team members.
  • Develop and implement a quality strategy, incorporating scalable processes, tools, and systems to monitor performance against targets.
  • Partner with cross-functional stakeholders to design and deliver training projects, ensuring seamless integration with existing processes.
  • Work closely with Escalation Program Managers to create case studies, train team members on problem-solving skills, and improve productivity.
  • Contribute to the improvement of Oncall systems and tools in collaboration with Process & Product teams.
  • Enhance Oncall automation and self-service capabilities through training and best practices.
  • Analyze customer expectations and needs to drive satisfaction, identifying opportunities for tailored training initiatives.
  • Design individualized and group training plans to address varying skill gaps and development needs.
  • Communicate policy and SOP updates effectively to trainers, team members, and management.
  • Generate insightful reports on training performance, highlighting trends and areas for improvement.
  • Foster a culture of continuous learning by developing and delivering training programs that elevate product knowledge and customer service skills.
  • Develop curricula to support classroom training and alternative formats, providing feedback for curriculum improvements.
  • Prepare training materials, administer assessments, and maintain records of training activities.
Requirements
  • Bachelor's degree or equivalent practical experience.
  • Fluent English language proficiency is essential for this role.
  • Minimum 3 years of experience in training, preferably in Customer Service.
  • Excellent written, verbal, and interpersonal communication skills.
  • Proven track record in designing and executing training programs.
Preferred Qualifications
  • Experience in e-commerce or marketplace platforms is highly valued.
Compensation Package

This role offers an estimated annual salary range of $120,000 to $180,000, reflecting our commitment to attracting top talent and rewarding their contributions.



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