Learning and Development Expert
il y a 1 semaine
As a key member of our team, you will play a crucial role in empowering our Customer Care teams by supporting training management and creation.
Main Responsibilities:- Design and develop engaging e-learning modules focused on processes, tools, and soft skills for Customer Care teams, using Articulate.
- Create and maintain best practices documentation and other process/tools implementation documents.
- Translate business processes into training/e-learning modules, creating easy-to-follow storylines.
- Manage the translation process for all training materials, using automatic translations (DeepL) and translation agencies.
- Manage the LMS system (Workday) for training, including necessary training materials updates, training assignments, and usage metrics.
- Apply different learning styles needs and accessibility features into the training.
- Support training adoption and feedback process.
- Support onboarding and upskilling programs within the local Customer Care teams.
- Support F2F and online trainings and workshops both as a facilitator and for scenarios preparation.
- Cooperate with external agencies and suppliers.
- Support budgeting for trainings and workshops.
- Facilitation or training certification (nice to have).
- LMS certification (nice to have).
- Fluent in English and ability to work effectively and collaboratively in a multicultural environment.
- Minimum 2 years experience working within Customer Care, with a very good understanding of agent and customer experience.
- Great coordination and time management skills.
- Solid business needs understanding and ability to translate processes into engaging e-learning.
- Ability to build strong relationships and communicate effectively with internal and external stakeholders, both orally and in writing.
- Excellent meeting, workshop, and conference facilitation skills, with proven knowledge of how to foster attendee participation and collaboration in small and large groups.
- Ability to quickly learn, understand, and apply new technologies.
- Positive, can-do attitude with the ability to succeed in a fast-paced work environment.
- Understanding of different learning styles and needs.
- A full-time job in a dynamic, passionate, international team.
- Competitive salary.
- Benefit system.
- Hybrid work model.
- You will work in a modern office in Gdansk, Polska.
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