Job Description
DESCRIPTION
Job Summary:
This is a pivotal role that will enable our support teams to excel in delivering exceptional experiences across our growing product portfolio. As the Training & Development Coordinator, you will be the driving force behind equipping our L1/L2 agents with the technical expertise and customer service skills to thrive in our rapidly evolving business.
What Sets This Role Apart:
Unlike a typical training position, this role goes beyond just delivering courses. You'll be a strategic partner, working closely with our Support Managers and Product teams to continuously assess evolving customer needs and optimize the training curriculum. Your innovative approaches to learning design and program evaluation will ensure our agents are prepared to handle even the most complex support inquiries.
How You'll Contribute:
- Conduct training needs assessments to pinpoint skill/knowledge gaps and develop tailored training plans
- Design and develop engaging training materials, including self-paced e-learning, instructor-led sessions, and performance support tools
- Deliver impactful training to new hires and ongoing upskilling for our experienced agents
- Evaluate training effectiveness and leverage data-driven insights to drive continuous improvement
- Stay on the pulse of industry trends and best practices to keep our training programs
- Collaborate cross-functionally to ensure training aligns with product changes and customer needs
The Problems You'll Solve:
- Ensure a seamless transition as we onboard support for our Worldwide Grocery lines of business
- Equip our growing support teams with the skills to deliver consistently excellent customer experiences
- Foster a culture of continuous learning and development to future-proof our customer service capabilities
- Leverage innovative training approaches to help our agents quickly adapt to evolving products and technologies
If you're passionate about learning and development, and eager to make a tangible impact on our customers' success, this is the role for you. Join us in empowering our support teams to shine!
Key job responsibilities
•Conduct training needs assessments to identify skill/knowledge gaps among the support team
•Design and develop training materials, including self-paced e-learning, instructor-led courses, job aids, etc.
•Deliver training sessions to new hires during onboarding and provide ongoing training to existing support agents
•Evaluate training program effectiveness through assessments, feedback, and monitoring of key performance metrics
•Collaborate with Support Managers to develop personalized training plans for individual agents
•Stay informed of industry best practices, trends, and emerging technologies to continuously improve training programs
•Maintain training records and provide progress reports to leadership
•Small to Medium projects as assigned
A day in the life
As the Training & Development Coordinator, your days are filled with dynamic, multi-faceted responsibilities. You start by reviewing product roadmaps and meeting with Support Managers to identify emerging training needs. Armed with this intel, you dive into content creation, expertly translating complex technical details into engaging, easy-to-grasp training materials. Throughout the day, you're delivering live sessions, coaching agents, and monitoring training effectiveness through hands-on assessments. With a keen eye on industry trends, you continuously refine the curriculum to keep our support team ahead of the curve.
BASIC QUALIFICATIONS
• 3-5 years in a technical training or learning & development role, preferably in a customer service or IT support environment
• A bachelor's degree in a relevant field such as education, instructional design, organizational development is preferred
• Ability to work autonomously, manage multiple projects simultaneously, and meet deadlines without close supervision
• Strong instructional design and training facilitation skills
• Excellent written and verbal communication abilities
Job Tags
Full time, Worldwide,