Introduction to blithequark and the Industry
At blithequark, our mission is to be the most customer-centric organization on earth, and to achieve this, we need exceptionally talented, bright, and driven individuals. The blithequark Business Customer Services learning experience team is seeking a seasoned Learning Specialist to join our ranks. As a key member of our team, you will play a vital role in boosting the competencies of our customer service associates by developing and conducting effective training programs. This is an exciting opportunity to indirectly enhance employee workplace performance in conjunction with our company's core values and meet the goals of the organization.
Job Scope and Responsibilities
As a Learning Specialist at blithequark, your primary responsibility will be to deliver Amazon orientation and new hire training to all job levels, both virtually and in-person, as required by the business. You will be expected to meet or exceed performance expectations related to new hire training, such as training yield, customer experience, and AHT performance. Additionally, you will design and deliver continuous learning sessions for existing employees to meet or exceed improvement goals.
- Be an expert communicator (written and verbal) in Japanese (JLPT N1) and English
- Deliver blithequark 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) 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 aimed at enhancing business performance
Key Responsibilities
In this role, you will be responsible for coordinating training sessions based on site needs, conducting daily sessions with trainees, tracking and providing weekly debriefs and reporting to the blithequark Business Customer Services Leadership Team. You will also document feedback and audit results to help the Leadership Team identify strengths and areas of opportunity.
- Coordinate training sessions based on site needs
- Conduct daily sessions with trainees
- Track and provide weekly debriefs and reporting to the blithequark Business Customer Services Leadership Team
- Document feedback and audit results to help the Leadership Team identify strengths as well as areas of opportunity
- Contribute to additional training projects as required
- Understand workflow and daily production goals
- Solve problems, reacting quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
- Maintain a positive attitude and presence on the floor
- Facilitate and present to groups of up to 30 people in a class
- Act as an effective people manager during mentored production periods during training
Essential and Preferred Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Expertise in the Japanese language (JLPT N1 certified) and English language
- 2+ years of experience in training delivery roles or similar experience
- Flexible to work within a 24/7 x 365 days global team across a variety of time zones
- Good communication skills for the purpose of knowledge transfer and skill development
- Good coordination and organization skills
- Extensive expertise in cultural and soft skills relevant to a contact center environment
- Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint)
Preferred qualifications include:
- Experience in customer service or customer service-related work experience
- Training experience specific to a contact center environment
- Bachelor's degree or significant college coursework in communication, education, or a related field
- Experience working with Learning Management Systems (LMS)
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Strong organizational and time management skills
- Ability to lead and facilitate training sessions and presentations
- Strong technical skills, including proficiency in Microsoft Office and Learning Management Systems
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Learning Specialist, you will have access to a range of training and development opportunities, including:
- Comprehensive training programs to enhance your skills and knowledge
- Opportunities for career advancement and professional growth
- Access to a range of learning resources, including online courses and workshops
- Coaching and mentoring from experienced professionals
Work Environment and Company Culture
At blithequark, we pride ourselves on our inclusive and diverse culture. We believe in empowering our employees to deliver the best results for our customers, and we strive to create a work environment that is supportive, collaborative, and fun. As a Learning Specialist, you will be part of a dynamic and talented team, and you will have the opportunity to make a real impact on our business.
Compensation, Perks, and Benefits
At blithequark, we offer a competitive compensation package, including a base salary range of $51,100/year to $91,400/year, depending on the location and the individual's experience and qualifications. We also offer a range of perks and benefits, including:
- Comprehensive health insurance
- 401(k) matching
- Paid time off and holidays
- Access to a range of employee discounts and perks
Conclusion
If you are a motivated and experienced Learning Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a key member of our team, you will play a vital role in delivering exceptional training and development programs to our customer service associates. With a competitive compensation package, a range of perks and benefits, and opportunities for career growth and development, this is an opportunity not to be missed. Apply now to join our dynamic and talented team and help us achieve our mission of being the most customer-centric organization on earth.
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