VCS Training Specialist

Job description

DESCRIPTION

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon Associates will deliver world-class service to our customers.

Amazon is looking for a Training Specialist based in Mexico with strong communication and facilitation skills, as well as experience leading groups and projects in a fast-paced environment. The Training Specialist will lead and support a team of Virtual Customer Service Associates.

The number one priority for this role is to provide an exceptional training experience. The ideal Training Specialist creates an optimal adult learning environment both in person and 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.

Training Specialist are experts in articulating the Amazon mission and deeply understand the expectations of the Amazon Contact Tenets and Leadership Principles. They ensure people understand the importance of their role and how it supports the Amazon flywheel.

The ideal Training Specialist candidate:

Creates high performing CSAs through strong people leadership
· Is willing and capable of carrying out supervisory responsibilities in accordance with Amazon policies and procedures
· Supports and nurtures a culture of ownership, engagement and teamwork
· Helps Amazon Customer Service Associates understand the performance bar and provide support to help them achieve their goals
· Is a positive communicator who understands when necessary how to have tough conversations
· Knows and communicates the Amazon mission, vision and strategy
Effectively manages classroom environments to maximize learning
· Maintains a high level of professionalism and approachability
· Has strong preparation, organization, time management, public speaking and classroom management skills
· Drives team engagement and performance through survey, feedback results and insights
· Provides feedback and coaching to all outside facilitators
Supports CS quality and capacity needs
· Is a role model for exceptional contact handling
· Is able to help Amazon Customer Service Associates understand the performance bar and provides support to help them to reach it
· Is able to balance teaching within given Production to Labor (PTL) targets while maintaining high retention, on time graduation and CSA performance
Gemba continuously
· Constantly looks for opportunities to go and see the actual process, understand the work, learn, and be curious.
· Through process improvement initiatives and continued partnerships with operations, workflow, HR, ACES, etc. Training Specialist will raise the bar for the CSA experience
Creates and maintains a high quality learning environment
· Stays up to date on changes to business processes and policies, updating training as needed
· Reports any errors in the training content for correction
· Create content as needed for the site and the network

PREFERRED QUALIFICATIONS

· Proven track record of process improvement.
· Bachelor’s degree in communication, education or related field.
· Excellent interpersonal skills.
· Candidate must be comfortable in a fast-paced, multi-tasked, high-energy environment..
· Creative problem solvers with strong analytical skills.
· Organizational/time management skills.

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications
· Ability to work full-time hours and a flexible shift (including nights, weekend and overtime) with short notice.
· Fluent English and Spanish, spoken and written is required.
· 6 months Leadership experience (Training Specialist or Team Manager).
· Proven knowledge of coaching and development techniques.
· Demonstrated experience developing training material, job aids and online tutorials.
· Knowledge of adult learning and training practices.
· Proficient in developing spreadsheets (Excel preferred), word processing, and e-mail.
· Ability to carefully analyze data sets, identify issues, and recommend solutions.