Description
Creates high performing Customer Service Associates through an effective training delivery
Deliver our blended learning (instructor led training and e-Learning) classes and programs
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
Effectively manages classroom environments to maximize learning
Maintains a high level of professionalism and is approachable
Is a positive communicator who understands, when necessary, how to have effective conversations
Has strong preparation, organization, time management, public speaking and classroom management skills
Provides feedback and coaching to all learners
Is a role model for exceptional contact handling
Is able to balance teaching within given training time while maintaining high knowledge retention and CSA performance
Constantly looks for opportunities to go and see the actual process, understand the work, learn, and be curious.
Creates and maintains a high quality learning environment
Stays up to date on changes to business processes and policies, updating training as needed
Regularly reviews the training contents and reports any errors in the training content for correction
Work successfully in a team environment as well as independently
Manage and maintain trainee attendance records during training period
Own record keeping/tracking of trainee surveys, quizzes and tests
Responsible to escalate possible new hire attrition and flag poor performance, misfit skills or behavioral issues in training promptly
Communicate with appropriate business owners, other trainers & site managers to ensure that all training are conducted on-time and with sufficient resources and facilities
Basic Qualifications
Fluent English and Arabic, both spoken and written.
Minimum 1 year Training Delivery Experience of Soft Skill & Technical training (products, services and systems)
Excellent presentation & facilitator skills
Proven knowledge of coaching and development techniques.
Knowledge of all training practices.
Proficient in developing spreadsheets (Excel preferred), word processing, and E-mail.
Good composition skills-- ability to compose a grammatically correct, concise, and accurate written & verbal response
Preferred Qualifications
Proven track record of process improvement.
Bachelors degree or courses and/or certifications 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.
Experience with Learning Management Systems
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