Descrizione dell’offerta di lavoro

Training & Coaching Specialist

 

WW Customer Experience organization is committed to delivering the world's best customer experience for the world's best games. We work hard to enable our game advisors to deliver world class support experiences to our customers. You can help.

 

 

The Role:

Reporting to the Training Manager, the Training & Coaching Specialist is responsible for delivering new hire training to new game advisors; for working with the Team Managers to coach new game advisors to proficiency during their first 90 days on the job; for delivering ongoing training and coaching support; and for delivering train-the-trainer support to our outsourced partner training departments.

 

Additionally, the Instructor/Coach will work with the Learning and Development team to consistently monitor and improve the training policies, practices, and curriculum for EA’s game advisors.  The Training Team will also perform audit reviews of our outsource partners’ performance in training.  The Training & Coaching Specialist will deliver training to all customer facing groups and back office teams as required to provide “best in class” support to our customers.

 

The Training & Coaching Specialist will be professional, friendly, assertive, proactive, and have Training, Coaching and other development experience within a contact centre.  Confidence is a must as the role will be required to make recommendations to the business to help achieve the best possible support experience for our customers.

 

Key Responsibilities:

 

Duties & Responsibilities:

 

  • Delivery of training to new hires and existing game advisors, as needed.
  • Conduct full cycle Coaching actions to ensure vocational development of advisors
  • Conduct regular Needs Analysis activity to identify skill gaps and determine the most appropriate development method to address these gaps.
  • Partnering with the Team Managers, bring new hires from the classroom to proficiency on schedule and at quality.
  • Delivery of training to outsource partner training teams.
  • Produce training and development proposals and reports to enable strategic decision making by department and Business Unit Management Teams.
  • Work closely with the Content, Process, and Quality teams to ensure that there is consistency in the information available to Customer Facing team members, measures of quality they are scored on and the training they receive.
  • Analyse weekly and monthly reporting to identify key coaching and training needs.
  • Experience of Training, Coaching or Auditing with Outsource partners would be highly desirable

 

Skills & Qualifications:

  • Third level qualification in Training, Coaching or similar.
  • Strong experience in Training within a Customer Support environment.
  • Continuous and Systematic Coaching experience in a Customer Support environment.
  • Strong Communication, stand-up presentation and training skills.
  • Fluency in verbal and written English essential, fluency in other language would be highly desirable.

 

Personal Specifications:

  • Ability to work with a wide range of people and build strong relationships.
  • Ability to multi-task and maintain organisation in a fast paced changing environment.
  • Metric driven and accountable.
  • Customer focused with solid relationship management skills with an ability to influence others.
  • Integrity, honesty, humility and confidentiality traits required.
  • This role will require both National and International travel.
Dettagli dell’impiego
Settore:
Administrative and support service activities
Campo d’occupazione:
Customer services clerks
Work experience:
Work experience is not required
Fascia salariale:
Not provided
Date of expiry:
Link for more information:
Training & Coaching Specialist

Informazioni sull’azienda

EA is the leading video games publisher in the world. They have their European Centre of Excellence for Customer Experience based in Galway, Ireland. Per saperne di più