Sr.
Learning Specialist, Amazon Business Customer Service (ABCS) The 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.
They 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 Specialists are experts in articulating the Amazon mission and deeply understand the expectations of the Amazon Contact Tenets and Leadership Principles.
Key Job ResponsibilitiesBe an expert communicator (Written and Verbal Communication) in Japanese (JLPT N1 or native speaker) and English.Deliver Amazon orientation and new hire training to all job levels (virtually or in person; as the business requires).Meet/exceed performance expectations with respect to new hire training (e.g., Training Yield, customer experience, and AHT performance).Design and deliver continuous learning sessions for existing employees to meet/exceed improvement goals.Proactively analyze performance data to identify gaps, propose, and deliver training interventions to meet/exceed improvement goals.Gather training needs (via performance data analysis, voice of business, and voice of associates sessions), design, and deliver training interventions to address these needs.Maintain and report data (e.g., trainee attendance, performance, and analysis) timely and accurately.Participate in call listening sessions and quality calibrations to keep abreast of updates and developments.Take customer contacts every month to keep abreast of the latest process updates and changes.Lead and/or be a team member on improvement projects that are aimed at enhancing business performance.*Please note: Learning specialists are assigned to one or more Organizational Units (OUs) as single-threaded leaders; however, job responsibilities can extend to all OUs as needed by the business.
About the Team Our customer service team is the engine that drives our mission to be Earth's most customer-centric company.
Our team supports customers in 16 languages from more than 130 locations around the globe.
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