Sr. Learning Specialist, Amazon Business Customer Service (ABCS)
DESCRIPTION
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
Learning Specialist, will perform tasks that include:
Supervise structured learning metrics and also oversee their results for the assigned territory and region.
Managing live performance metrics end to end for the assigned territory.
Conducting learning session on new process as well as deliver various training courses as continuous learning, new hire batches, transfer batches etc.
Maintaining data and analysis through reports on excel (as per business requirement)
Ensure completion of new hire training program, coaching & other performance improvement programs on time.
To Partners with operational stakeholders as a key POC for the Learning Experience team
Identifying learning coaches & certifying them.
Lead the individual improvement projects to enhance the business performance.
Drive Quality & Learning metrics
Conducting chime sessions & Class room sessions to the stakeholders
BASIC QUALIFICATIONS
• 2+ years of experience in training delivery roles.
• 1 year experience in Customer Service or customer service-related work experience
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Highly Accurate and Fluent in Japanese and English
• Spoken and Written accuracy and fluency with an Japanese and English
• Flexible to work within a 24/7 x 365 days global team across a variety of time zones
• Knowledge of adult learning, content design and facilitation.
PREFERRED 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