Global Trainingteam is seeking a motivated Trainer to execute the Customer Operations Learning& Development program including new hire on-
boarding through staff-levelprofessional development.This rolewill focus on teaching both new-hires & experienced employees the range ofCustomer Operations core skills with a main support on Order Management.
Withineach core-skill , the successful candidate will develop training interventionsfor all levels of Customer Operations roles;
includes the progressive layeringon of increasingly complex ideas & concepts, knowledge & expectationscommiserate with the responsibilities of each role level.
Sharing andcollaborating with other training responsibilities
RESPONSIBILITIES : Successfully deliversthe range of Customer Operations training modules; success to be measured bystudent ability to apply newly taught skills to their work.
Creates a culture of learning ;includes creating a classroom environment that invites individual participationin oral exercises, celebrates achievement milestones, offers ample hands-
onpractice for the range of modules, encourages questions, promotes peer to peercoaching and that takes the time to extol excellence.
Based on observed or expressedlearning preferences, modulates training tactics to reach the needs of everystudent.
Partners with Managers, Quality& Process analysts to both execute a Change Management plan in support ofnew policies & processes, includes updating training materials, trainingdelivery & training reinforcement tools as well as to identify trendsaround which to develop recurrent training interventions.
Proactively identifies opportunitiesto continuously improve Customer Operations training curriculum; includesincorporating the best practice ideas of Customer Operations front lineemployees to become common practice .
The successful candidate will spend 70%of their time in the classroom, the remaining 30% will focus on trainingmaterial development.
Required qualifications :
Advanced English skills - reading,written, and interpersonal communication skills.
Able to work under pressure.
Proficient in MS Office Applicationsincluding Word, Excel and PowerPoint.
Must be able to multi-taskeffectively and prioritize goals to ensure maximum return on the resourcesutilized.
People oriented, able to build andmaintain great relationships.
Must be energetic and proactive.
Must possess leadership skills to motivate anddrive to achieve goals.
Related education degree or equivalentexperience
Strong written and verbal communication skills, including the ability toteach complex ideas.
Applies adult learning techniques todevelop training materials ranging from detailed work instructions, job-aides,homework / group exercise, assessments to gauge student ability to apply skillsand coaching interventions.
Is able to execute key changemanagement activities including raising awareness of the business impact of newprocess, engendering desire for change among users & leadership, andensuring resources are empowered to adopt change through training &reinforcement.
Is able to surface key messages& potential risks to adoption requiring a mitigation strategy.
Is able to communicate to a range ofaudiences including front line employees to executive leadership.
Is able to influence leadership toensure training adoption.
Must be self-motivated &proactive with the ability to deal with ambiguity.
Strong organizational, planning& project management skills.