Training Program Specialist
hace 6 días
A Training Program Manager role has become available within our organization to oversee the training process of our service delivery team.
About the RoleWe 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.
- 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.
- Experience in e-commerce or marketplace platforms is highly valued.
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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