Training & Development Specialist at Hardrockdigital — Hollywood, FL

What are we building?

What's the position?

Our Training & Development Specialist sits within our Customer Operations team, reporting to the Training and Delivery Manager.

The Training & Development Specialist owns the delivery of training to our customer operations team members. The role will have a heavy focus on initial/onboarding training, and over time will include product updates, refreshers, quality, and developmental training. You will also deliver train the trainer session to upskill supervisors and agents to train and mentor in specific areas. You will be delivering training in face-to-face and virtual environments.

This role is for a candidate located within a reasonable distance of our New Jersey, Florida or Canada office locations.

Responsibilities

• Deliver regular onboarding training to new starter cohorts
• Facilitate and deliver training sessions, develop appropriate objectives and ensure customer satisfaction
• Work with the content team to ensure training materials are up to date
• Transform knowledge base content into training materials
• Monitor all customers issues and provide training to resolve them
• Coordinate with operations teams and provide optimal levels of customer services and recommend best practices
• Deliver train the trainer courses with the team
• Deliver training in face-to-face and virtual environments
• Create learning plans and learning content