- Job Title: Trainer 3
- Job Type: Regular Full-Time, Hourly
- Years of Experience: 5 or more
- Education Requirement: Bachelor's degree
Location
6625 Excellence Way, Plano, TX, USA
- Mon-Thurs on site, Fri Hybrid as business allows.
Benefits
- Medical Insurance (Health, Dental & Vision)
- 401(k) with Company Match
- Paid Time Off
- H1B/Green Card Sponsorship for qualified employee
- Hands-on experience at global industry leader Samsung
- Opportunities for career advancement
Top 3 Skill Sets
1) Proficient with various technology tools for designing, delivering, and evaluating content
2) Effectively communicate with stockholders to articulate project goals and objectives
3) Time and Project Management skills to keep training organized, including scheduling, workflow management and training plans
Position Description:
Manage the design, development and creation of all content for Samsung Contact Center agents to improve the knowledge, skills and abilities. Work as liaisons in this cross functional role, engaging multiple groups in Samsung for application content, design, and support. In addition, this role is responsible for supporting the product life cycle including all pre and post launch support, high level reporting, and support for our business partners. Possess a strong understanding of existing processes and bring a strategic customer focused mindset to shape the content development process. To be successful in this role, you should be familiar with various educational techniques for different roles and skill sets. Be able to demonstrate keen attention to detail, extraordinary customer service, sales and problem-solving skills to be able to thrive in a fast-paced, high-volume environment. One should be flexible with the agility to respond quickly and appropriately to changes in demands on the team.
Essential Duties & Responsibilities:
- Partner internally and externally to design impactful, engaging and scalable face-to-face, online and virtual learning solutions to address training needs; design online learning templates and standards for our internal Samsung Contact Center agents · Partner cross-functionally with varying groups across the organization such as Marketing, Samsung.com, Sales and Support operations teams to understand product road maps and to define current and future training needs
- Ensure new hires undertake mandatory trainings and track performance for up to six-to twelve months
- Exceptional facilitation, interpersonal, and communication skills · Act as point of contact and subject matter expert representing the content creation team. Works closely with the Product Managers and Go-to-Market teams to manage the content lifecycle and provide ongoing refresher content
- Recommend program design improvements and refinements where needed for all product launch including pre/post product life cycle
- Implement sustainable curriculum architectures to create an engaging learner experience, target appropriate audiences with focused learning, and create logistical and process efficiencies, including working within an LMS
- Mapping out training plans and schedules, designing and developing training programs for Contact Center Agents
- Manage agent performance via e-learning course completion, agent survey feedback and KPI analysis to assess effective of training and drive process improvement
- Partner with and provide support and training content for various lines of business within the Samsung product portfolio
- Design online learning evaluation metrics to help measure learning impact and program success; recommend program design improvements and refinements where needed
- Comfort in working with a remote team in a virtual environment often independently;
Background/Experience required:
- Bachelor’s degree or equivalent work experience/certifications
- 5+ years of professional experience with an emphasis in content creation and facilitation role within a contact center/call center environment
- Project and product management skills and expertise, ideally working with the content/learning management systems and development teams
- Knowledge of innovative training modalities that support remote learning functionalities and technologies i.e. gamification
- Tuned in to customer needs; customer-oriented with a drive to think outside of the box
- Exceptional analytical skills
- Ability to process a high-level information to identify and solve issues that impact our business
- Comfortable working in a fast-paced environment, taking the initiative, prioritizing multiple projects, and working under tight time-frames to meet deadlines
- People leadership preferred
- Self-directed, self-motivated and results-oriented
- Excellent written, verbal and interpersonal skills to interact with internal and external contacts.
- Exceptional skills in Microsoft Office, including Excel, PowerPoint and Word
Necessary Skills and attributes:
- Excellent verbal and written communication skills
- Results driven strategic thinker; someone who can think about a product holistically to identify and prioritize key opportunities and implement change expediently.
- Ability to think critically and creatively
- Imagination and creativity; open-minded and independent thinker with exceptional customer empathy
- Client service driven with excellent relationship management skills
- Ability to effectively engage with and present to all levels of management
- Ability to facilitate collaboration with diverse groups/stakeholder
- Team oriented, but able to work independently and manage multiple tasks
Our team of highly experienced developers offer a wide range of mobile application and software development positions. We also have opportunities in business operations and administrations, logistics, UX/UI design, and many more!
Our vision is ‘We Want to See You Grow’ to become the industry leader for both employee and company.
For more information about JND, please visit www.jndsolutions.com
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