Accounts Payable Site Coach
Amazon
San Jose, H, CR
hace 3 días

Are you an experienced training professional interested in an opportunity to help drive Amazon’s flywheel and develop your A to Z business understanding?

Do you enjoy learning about different Amazon business types and new subsidiaries, and thinking creatively about brand new businesses that Amazon is inventing on behalf of customers?

The SJO AP Finance Operations Services is seeking a training / coach professional who is creative and passionate to help achieve our vision to provide a world-class customer experience to our global business partners in support of Amazon’s journey to become Earth’s most customer-centric company.

Key Responsibilities

Responsible to ensure the proficiency of AP employees with policies, procedures, processes, standards, tools and systems at site level.

Conducting communication assessment of the trained new joiner’s before the release of the analyst to the floor.

Develop educational material, including presentations and call scripts, when needed to support change management on regards to systems and processes.

Ability to reinforce the AP processes, techniques, and provide excellent customer experience.

Evaluate and track employees’ performance after each coaching.

Conducting call practice and calibrations for target audience, and providing feedback on mock calls / role plays on case studies and difficult customer scenarios, including call listening and comprehension on use cases identified from time to time.

Supporting trained new joiners, side-by-side in a Go-Live support environment to monitor live calls in a supported environment there by providing feedback, conducting refreshers, and discussing difficult scenarios for communication enhancement.

Inspire and influence the team positively have a skill set to inspire agents to implement coaching recommendations.

Identify communication organizational gaps and suggest / implement suitable development plans to bridge gap.

Develop and deliver individual coaching plans for identified team members (behavioral, grammar, soft skills, process, tools, etc.

for new hires as well as existing employees.

  • A graduate in a related field (English, Teaching, Translation & Interpretation, Adult Learning, Coaching, Industrial Engineering).
  • At least 4+ years working as a trainer, coach or QA analyst in an organization with high volumes and fast paced environment.
  • Previous experience in developing and deploying communication and domain training modules.
  • Proven experience on process improvement projects in both voice and non-voice based processes.
  • Strong project management experience on driving customer focused functional scale projects.
  • Track record of effective team work (as member and / or leader) and individual work towards results delivery.
  • Experience handling Cornerstone, Thinking Cap, KNET or other learning management systems.
  • Experience in the AP processes at Amazon.
  • Certified Instructional Designer.
  • Train the Trainer / Leaders as teachers certified.
  • Experience creating e-learning content using tools such as Story line, Camtasia, Animation Software and the Adobe Creative Cloud.
  • Certified Coach.
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