Sr. Learning Specialist, Amazon Business Customer Service
hace 3 días
Amazon Business Customer Service (ABCS) Learning Delivery team is looking for a permanent Sr Learning Specialist who is a great communicator and innovator. The Training Specialist will lead and support a team of up to 30 Customer Support Associates.
The number one priority for this role is to provide an exceptional training experience. The ideal Sr Learning Specialist creates an optimal adult learning environment (both in person and virtually) that encourages long term success. The Sr Learning Specialist is responsible for the coaching, development, performance and engagement of their Associates.
Sr Learning Specialist deliver programs of diverse modalities that include but are not limited to, self-directed, instructor led, virtual, and experiential learning. They are professionals in using quantitative and qualitative data to identify training and coaching needs. A Sr Learning Specialist utilizes the most effective training techniques to engage Associates and manage learning sessions. They are also leaders in driving initiatives and programs that continuously improve the training experience.
Sr Learning Specialist are experts in articulating the Amazon mission and deeply understand the expectations of the Amazon Contact Tenets and Leadership Principles.
Key job responsibilities
- Be an expert communicator (Written and Verbal Communication) in Japanese (JLPT N1 or native speaker) and English
- Deliver Amazon orientation and new hire training to all job levels (virtually or in person; as the business requires)
- Meet/exceed performance expectations w.r.t new hire training (e.g., Training Yield, customer experience and AHT performance)
- Design and Deliver continuous learning sessions for existing employees to meet/exceed improvement goals
- Proactively analyze performance data to identify gaps, propose and deliver training interventions to meet/exceed improvement goals
- Gather training needs (via performance data analysis, voice of business and voice of associates sessions), design and deliver training interventions to address these needs
- Maintain and report data (e.g., trainee attendance, performance and analysis etc.) timely and accurately
- Participate in call listening sessions and quality calibrations to keep abreast of updates and developments
- Take customer contacts every month to keep abreast of latest process updates and changes
- Lead and/or be a team member on improvement projects that are aimed at enhancing business performance
*Please note: Learning specialists are assigned to one or more Organizational Units (OUs) as single threaded leaders; however, job responsibilities can extend to all OUs; as needed by the business.
About the team
Our customer service team is the engine that drives our mission to be Earth’s most customer-centric company. Our team supports customers in 16 languages from more than 130 locations around the globe.
Our world-class customer relationship management systems and innovative self-service solutions are used by millions of customers each day on our websites, apps, and other digital products, such as Kindle, Echo, and Alexa.
Customer Service (CS)部門の紹介： QUALIFICATIONS
- Experience as a trainer, corporate training specialist, or related position
- Project management skills with the ability to supervise multiple projects
- Strong ability to multi-task
- トレーナー、企業研修スペシャリスト、または関連する分野での業務経験があること
- 複数のプロジェクトを統括できるプロジェクトマネジメント能力を有すること
- 優れたマルチタスク能力を持っていること
*これらの条件を全て満たす必要はありませんが、できるだけ多くの条件に合致している方を歓迎します。また、上記の経験やスキルがなくても、快活で学習意欲の高い方であれば、ぜひご応募ください。Amazonでは、常に新しいことにチャレンジし、成長する姿勢を重視しています。
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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Barcelona, España Amazon A tiempo completo.Sr. Learning Specialist, Amazon Business Customer Service (ABCS) Amazon Business Customer Service (ABCS) Learning Delivery team is looking for a permanent Sr Learning Specialist who is a great communicator and innovator. The Training Specialist will lead and support a team of up to 30 Customer Support Associates.The number one priority for this role is to...
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Barcelona, España Amazon A tiempo completo.Sr. Learning Specialist, Amazon Business Customer Service (ABCS) Amazon Business Customer Service (ABCS) Learning Delivery team is looking for a permanent Sr Learning Specialist who is a great communicator and innovator. The Training Specialist will lead and support a team of up to 30 Customer Support Associates.The number one priority for this role is to...
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