Cache of job #14146376

Job Title

Training Specialist

Employer

Prepay Power

Location

Dublin

Description

Overview of Role: Providing exceptional customer service to our customers is a core value of PrepayPower. To do so, our agents need to be extensively trained on multiple systems and various procedures in a regulated industry. This requires agents to receive both comprehensive onboarding and continuous professional development training.  Our Training Specialist will be coming onboard at an exciting time for PrepayPower and will have the opportunity to work on building from the ground up a new onboarding training programme for Customer Service agents as we expand our team. Working with subject matter experts from a variety of departments, they will create engaging content to ensure our Customer Service Agents are equipped with the skills and knowledge needed to provide excellent service to our customers. When the content is not self-guiding, the Training Specialist must also be comfortable in delivering the training both remotely and in person in an engaging manner.  Working jointly with our Quality Analyst, the Training Specialist will be responsible for identifying training needs, by carrying out training needs assessments, to provide continuous professional development to existing staff. They will also be required to provide refresher training on key systems/processes on a scheduled basis.  When necessary, the Training Specialist will also be required to work with 3rd party training teams to develop/deliver specialist training material. Your New Role Responsibilities: Develop and maintain a new hire training curriculum and other content as required for other training requirements.  Create structures to ensure that refresher training of key processes is given. Carry out Training Needs Assessments to assess gaps in training requirements. Work with a range of departments to identify and support them with their training needs.  Identify training needs to support organisational strategies and needs based on customer feedback in conjunction with the Quality Analyst. Work with the Quality Analyst and Customer Service Supervisors to ensure that training material is delivered, understood, and implemented.  Ensure all training material is maintained and updated as needed.  Keep up to date with best practice training systems, content creation methods and delivery practices. Essential Experience & Skills to Succeed: Knowledge/experience of working in a contact centre environment.  Strong experience in learning/development. Excellent communication skills  Experience in creating and delivering large scare training programs  Demonstrated understanding and application of effective learning strategies .

Date Added

889 days ago

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