Training Specialist, C2S2 Learning

1 maand geleden

Nederland Amazon Development Center (Netherlands) B.V. Voltijd
Who we are:

At Amazon, we want to be earth’s most customer centric company. In fulfilling this aspiration, it is the role of our EU Customer Service (CS) Learning & Development team to ensure our people receive the best learning experiences.

You will have the important role to train and help the employees across different sites to be at their best for our customers. You will be responsible for the end-to-end delivery of existing L&D solutions mainly to our Swedish Customer Service Associates.

As SE Training Specialist, you will do a mix of remote learning activities both in structured/formal learning settings. You will be responsible for the delivery and design (tactical) of the learning and development solutions.

You will be responsible for the development of performance improvement initiatives and delivering structured/formal learning. You will develop your audience through a range of learning methodologies including instructor led training, and facilitation across an array of learning activities including (workshops, remotely floor support, campaigns, demos, drop in sessions and tactical support initiatives).

Overall responsibilities include:

- Creating a personalized and engaging learning experience, working alongside the Instructional Design team and build the related implementation plan. Ensure all training content developed adheres to the agreed standards, authoring and localization guidelines, creation and review processes and procedures set.
- Effective and engaging delivery of structured L&D solutions e.g. on boarding and behavioral (soft skill) training.
- Developing training plans which minimize disruption to operations and ensure training is of high quality.
- Ensuring positive and effective collaboration between the learning team and other stakeholders (Operational Managers, Team Managers, Quality Managers).
- Analyzing and interpreting metrics to demonstrate impact of training and to identify areas for improvement
- Providing training to the learning team on changes to learning materials/processes.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - NLD

BASIC QUALIFICATIONS


- Excellent level of Swedish (must have) and English (written and spoken).
- Experience in delivering full competency development learning activities that focus on developing and growing knowledge, skills and behaviors required to deliver great customer service.
- Energized self-starter with the ability to influence senior stakeholders.
- Minimum of 1 years practical experience in delivering training and coaching employees.
- Actively seeks opportunities to positively impact beyond the area of responsibility.
- Enjoys working in fast-paced environments and to tight deadlines.
- Ability and initiative to understand the business needs, analyze issues and drive solutions.

PREFERRED QUALIFICATIONS

- 3 - 5 years Industry Experience in Customer Service or Telecommunications Industry.
- Evidence of applying lean manufacturing concepts or the ability to learn them.

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