Our client, a multinational electronics company, is seeking a Trainer 1
Location:
Bellevue, WA
Position Type:
Contract
Job Summary:
The main function of the Trainer Manager is to conduct training and development programs for the eCommerce Customer Service & Epromoter employees. This person is responsible for collecting information, conducting research, and creating training materials and programs across vendor and internal partners.
Responsibilities:
-Develop and update training procedures, manuals, guides, and course materials, such as handouts and visual materials.
-Monitor, evaluate, and record training activities and program effectiveness.
-Assess training needs through surveys, interviews with employees, focus groups, and consultations with managers.
-Meet with department leads, category managers, and other stakeholders to determine training needs and develop solutions.
-Present information using a variety of instructional techniques and formats, such as role-plays, simulations, team exercises, group discussions, videos, and interactive lectures.
-Perform QA and audit the internal knowledge base (KB). Request updates the KB with information on programs, policies, operational processes, etc.
-Manage internal project and learning management tools (e.g., create JIRA tickets, oversee user permissions, etc.)
-Track training requests from stakeholders.
-Collaborate with CS operations to audit and enhance approved content for all channels of communication through customer service.
-Identify low-performing customer service areas using data analytics (Tableau, Zendesk Contacts), to develop instructional materials and remediation plans.
Requirements:
-+3 years technical and/or web writing experience supporting Customer Service or Sales/ Marketing organizations.
-BA degree in Journalism, English, Marketing or other relevant field.
-Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
-Meticulous grammar and an eye for catching - and fixing - mistakes.
-Ability to simplify complex concepts into easy-to-read, concise content.
-A unique skill or passion that you can bring to the team (e.g., videography, graphic design, etc.).
-Eagerness to learn and ability to shift priorities at a moment's notice.
-Ability to work independently and manage vendor-training groups to deploy training effectively.
-Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, and leadership technique.
-Knowledge of media production, communication, and dissemination techniques and methods.
-Previous experience with applications, such as Microsoft Word and PowerPoint, Adobe Captivate.