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Trainer 1

Bellevue, WA 98004

Posted: 02/24/2021 Industry: Other Job Number: 11733

Job Description



Trainer Manager – eCommerce Customer Service

**W2 contract** REMOTE to start, future onsite in Bellevue, WA**

The main function of the Trainer Manager is to conduct training and development programs for our client’ s 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.
  • The 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 moments 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.

Job Requirements

Scott

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