Remote Customer Service Training Specialist, Shopbop Customer Service

DESCRIPTION

Shopbop is looking for a Virtual Training Specialist to partner with the Customer Service Training Manager to achieve explicit department goals through talent development, instructional design, facilitation, and project management. This candidate will lead the Shopbop Customer Service Onboarding program through it’s life cycle. The successful candidate will understand and use business metrics to summarize quality performance, identify solutions and assist the Training Manager in implementing necessary actions. The position requires a focus on details and prior experience working in a fast-paced, customer service environment.

The number one priority for this role is to provide an exceptional training experience. The ideal Training Specialist creates an optimal adult learning environment virtually that encourages long-term success. The Training Specialist is responsible for the coaching, development, performance and engagement of their Associates.

Training Specialists 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 Training Specialist is a clever communicator. They utilize the most effective training techniques to engage Associates and manage learning sessions. They are also leaders in driving initiatives and programs outside the classroom.

Key job responsibilities
* Manage the entire life cycle of the onboarding program ensuring that each new hire follows the appropriate training track and document any wins/opportunities in performance
* Support the Shopbop Quality Assurance and Training team through training development
* Monitor and report on quality metrics, deep dive and identify trends/root causes
* Assist in identifying the levers which will drive improvements
* Identify agent performance improvement opportunities through contact evaluations and provide feedback (observations and trends) to Customer Service Managers and the Training Manager
* Work with the Training Manager to identify performance improvement opportunities by analyzing quality data and coaching documentation
* Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior and internal knowledge base gaps
* Align hiring and development needs with organizations strategic goals
* Collaborate with leadership to build and manage a variety of learning and development programs and offerings
* Design, develop, and maintain high-quality and relevant training content to meet team needs

We are open to hiring candidates to work out of one of the following locations:

Virtual Location – USA

BASIC QUALIFICATIONS

* Demonstrated experience working with remote teams
* At least 2 years of experience in instructional design and/or training experience, including familiarity with Articulate 360 tools
* Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in explaining technical topics to novices and collaborating with subject matter experts and managers.
* Flexibility with full-time schedule including shift assignments on weekends/evenings
* Experience in carrying out all activities in the training cycle: analysis, design, delivery, implementation, and evaluation

PREFERRED QUALIFICATIONS

* Ability to support a variety of individuals and coach them for success
* Keen eye for detail and high level of accuracy
* Self-starter, seeks out new tasks when work is complete
* Independently handle increasingly difficult tasks with confidence and composure

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $91,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.