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
1. Be proficient both in Japanese and English language
2. Supervise structured learning metrics and also oversee their results for the assigned territory and region.
3. Managing live performance metrics end to end for the assigned territory.
4. Conducting learning session on new process as well as deliver various training courses as continuous learning.
5. Maintaining data and analysis through reports on excel (as per business requirement)
6. Ensure completion of new hire training program, coaching & other performance improvement programs on time.
7. Partners with operations leaders while conducting station audit to check the process compliance and fix the gaps on an immediate basis.
8. Identifying learning coaches & certifying them.
9. Lead the individual improvement projects to enhance the business performance.
10. Drive Quality & Learning metrics
11. Conducting chime sessions & Class room sessions to the stake holders
•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 additional language
•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.
•Creative thinker with strong organizational/time management skills.
•Proven track record of process improvement.
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