Job Description
Develop and schedule training assessments to identify training needs.
Create and deliver engaging training materials and resources for call center associates.
Conduct employee surveys and interviews to evaluate current training practices and performance.
Coordinate with vendors to utilize instructional technology and improve training delivery.
Implement and manage employee onboarding and product knowledge tests.
Analyze performance metrics to assess the effectiveness of training programs.
Create and maintain comprehensive training documentation and schedules.
Conduct training sessions to ensure team alignment with quality and performance standards.
At least 3 years of experience in the training field, preferably in an eCommerce environment.
Familiar with Training Needs Analysis (TNA) and product knowledge assessments.
Strong background in creating training materials and resources for diverse learning styles.
Experience in facilitating training sessions across various channels (phone, email, chat, social media).
Proficient in Microsoft Office, with intermediate Word, basic Excel, and PowerPoint skills.
Excellent communication and leadership skills.
Ability to adapt to changing needs and prioritize tasks effectively.
Knowledge of training methodologies, corrective action programs, and compliance standards.
Must be resourceful, self-motivated, and comfortable working with minimal supervision.
Must have a positive, bubbly personality and the ability to engage others.
Flexible to work weekends and adapt to changes in schedule.
