Trainer
Vendor will staff the
program with 1 Trainer for a group of up to 40 Agents (1:40 ratio)
Vendor trainers shall be responsible for training and supporting
various training requirements of the agents on an ongoing basis in
accordance with Section 7. Trainer to facilitate learning
experiences in a dynamic ever-changing service environment for a
global social media organization.
This group focuses on working
closely with business customers and partners to support their
growth and success on Client.
Ideal candidates will be comfortable
modeling agent behaviors and have the ability to adjust their
training delivery to meet a constantly changing environment.
Successful team members have a passion for business success,
interest in marketing in the digital/media industry, strong
attention to detail, analytical problem-solving abilities, and keen
eyes for operational inefficiencies.
Recommended responsibilities include but
are not limited to the following:
Onboard Client agents in Client s
products and support processes; Deliver refresher trainings
and design individual coaching plans in partnership with Team
Leaders; Implement and give feedback on Client
training programs; Keep a pulse on the agent's
knowledge and skill gaps, providing alternatives to solving them;
Coach and provide feedback to
agentsKeep up to date and proficient in
Client s products and support processes.
Recommended Qualifications:
BA/BS degree or equivalent
experience 2
to 4 years working in a service/customer service/sales
organization Outstanding oral communication - is able
to engage an audience effectively
English fluency
(reading, writing, listening, speaking) in addition to local
language, if applicable
Documentation skills
with knowledge of change control procedures
Client focused and
solutions oriented; Self-learner interested in both the how
and the why Good problem solving and analytical
skills Ability to stay close to operations and
incorporate learning into training
curriculumAbility to collaborate and work
effectively with cross functional teams
Ability to
prioritize effectively according to changing circumstances and
manage multiple projects while maintaining strict attention to
detail Ability to decomplex troubleshooting
needs Preferred Qualifications:
Experience in online advertising at a
major media agency or publisher
Documentation and
document management experience
E-mail and chat
support experience Training experience and
certificationSuccess in this position requires
exceptional customer service skills; a willingness to experiment;
the ability to thrive in a dynamic, team-focused environment; and a
passion for helping others achieve results.