Overview:
Trainer
Vendor will staff the program with 1 Trainer for a group of up to 40 Agents (1:40 ratio) Vendor trainers shall be responsible for training and supporting various training requirements of the agents on an ongoing basis in accordance with Section 7.
Trainer to facilitate learning experiences in a dynamic ever-changing service environment for a global social media organization. This group focuses on working closely with business customers and partners to support their growth and success on Client. Ideal candidates will be comfortable modeling agent behaviors and have the ability to adjust their training delivery to meet a constantly changing environment. Successful team members have a passion for business success, interest in marketing in the digital/media industry, strong attention to detail, analytical problem-solving abilities, and keen eyes for operational inefficiencies.
Recommended responsibilities include but are not limited to the following:
- Onboard Client agents in Client’s products and support processes;
- Deliver refresher trainings and design individual coaching plans in partnership with Team Leaders;
- Implement and give feedback on Client training programs;
- Keep a pulse on the agent's knowledge and skill gaps, providing alternatives to solving them;
- Coach and provide feedback to agents
- Keep up to date and proficient in Client’s products and support processes.
Recommended Qualifications:
- BA/BS degree or equivalent experience
- 2 to 4 years working in a service/customer service/sales organization
- Outstanding oral communication - is able to engage an audience effectively
- English fluency (reading, writing, listening, speaking) in addition to local language, if applicable
- Documentation skills with knowledge of change control procedures
- Client focused and solutions oriented;
- Self-learner interested in both the how and the why
- Good problem solving and analytical skills
- Ability to stay close to operations and incorporate learning into training curriculum
- Ability to collaborate and work effectively with cross functional teams
- Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
- Ability to decomplex troubleshooting needs
Preferred Qualifications:
- Experience in online advertising at a major media agency or publisher
- Documentation and document management experience
- E-mail and chat support experience
- Training experience and certification
- Success in this position requires exceptional customer service skills; a willingness to experiment; the ability to thrive in a dynamic, team-focused environment; and a passion for helping others achieve results.