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Senior Customer Service Trainer Full-time Job

3 months ago Customer Services Alabaster   113 views
Job Details

Senior Customer Service Trainer 

What will you be doing?

• You will learn about Pearson products, brand and company values, and determine appropriate ways to develop and deliver training to employees

• You will develop and work closely with our BPO to create a training program that is engaging and includes assessments to evaluate the learner’s progress and work closely with our BPO

• You will facilitate virtual training to employees who are working from home

• You will monitor and evaluate training program’s effectiveness, success, and ROI periodically and report on them

• You will work closely with the Product team and Customer Support team to stay ahead of changes and trends that will impact training

• You will evaluate organizational performance to ensure the training program is meeting business needs and improving performance

• You will assess employees’ skills, performance and productivity to identify areas of improvement

• You will drive brand values and philosophy through all training and development activities

• You will implement training KPIs

Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.


Your Background / What we are looking for

• 7 years of experience in a Lead Training role required (Bachelor’s degree preferred)

• 5 years of experience training on technical products and ecommerce preferred

• Proven experience with virtual training work from home agents

• Experience working with a vendor partner (BPO)

• Prior experience authoring technical content (videos, documentation, product and lab guides)

• An inclusive and empathetic leader

• You possess strong written and verbal communication skills and strong organizational skills

• Ability to engage learners and make training on sometimes complex products enjoyable/fun

• Knowledge of various training and teaching methods

• You partner with peers from across the globe to share best practices and encourage mutual development

• You have the ability to communicate highly complex issues effectively

• You thrive in an innovative culture where autonomy is necessary, evolution is inevitable, and strong communication is paramount

• You have a high level of responsibility, ownership, accountability and follow through

• Able to learn quickly and adjust to rapidly changing environment

• You possess a passion for people development in a high-performance environment

• You work independently while using impeccable judgment. Exhibiting pride and passion in your work

• Must be able to work under deadlines, meet outlined goals, and work independently with minimal supervision in order to accomplish tasks effectively and accurately.

• Must be able to manage multiple projects concurrently and as required so each project is completed within set guidelines and timelines.

• Strong analytical skills, with the ability to review data and identify trends

• Possess situational awareness to identify and escalate matters that require urgent attention

• You are receptive to and able to appropriately incorporate feedback

• Ability to effectively organize and manage multiple training initiatives simultaneously

• Strong understanding of business goals and standards for Customer Service/Support


Company Description
At Pearson, were committed to a world thats always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether its one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology and each other to surpass these boundaries we create seeds of learning that become the catalyst for the worlds innovations, personal and global, large and small.