Customer Support Trainers (Zenni)

Customer Support Trainer COE Manila, Philippines

Description

Customer Support Trainer has a critical role on Zenni's award-winning Customer Support team.

This role supports Zenni's Center of Excellence training needs. You will help Zenni achieve its business objectives by creating and leading engaging, impactful learning and development programs in order to help our support teams advance their skills and knowledge and drive customer satisfaction. This role reports to the COE Lead Trainer.

Requirements

Assist training in all key areas of the COE to onboard and support both new hires and existing employees

Become a subject matter expert on Zenni products, processes, and programs to effectively facilitate trainings to large teams

Report Training data and trends to assess the effectiveness of training programs and identify any opportunities for improvement

Collaborate with cross-functional teams to address any training gaps

Review existing training to suggests and develop enhancements and modifications to improve engagement, learning, and retention and/or to meet the changing needs of the organization

Create and update training materials (i.e. videos/tutorials, e-learning modules, etc)

What skills do you need?

Previous experience training in a contact center (>150 people)

Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations, etc.)

Experience developing e-learnings and other training materials

Highly proficient in presentation development

Strong communication skills, including the ability to listen effectively, confidently, and diplomatically express opinions and present effectively to varied audiences

Ability to work as part of a team in a highly collaborative way: listening to others input, values outside perspectives, continuously seeking feedback

Capability of managing a variety of responsibilities simultaneously