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Training Delivery Executive
Posted 9 days agoViewed
💎 Seniority level: Executive, Minimum of 6 months experience in Customer Care at Zepz or at least 3 years of experience as a training facilitator in a contact center environment.
🏢 Company: Zepz👥 1001-5000💰 $267,000,000 Series F 5 months ago🫂 Last layoff over 1 year agoMobile PaymentsFinancial ServicesPaymentsFinTech
🗣️ Languages: English
⏳ Experience: Minimum of 6 months experience in Customer Care at Zepz or at least 3 years of experience as a training facilitator in a contact center environment.
Requirements:
- Minimum of 6 months experience in Customer Care at Zepz or at least 3 years of experience as a training facilitator in a contact center environment.
- Bachelor’s Degree or equivalent work experience.
- Strong interest in leadership and motivational skills, with a commitment to continuous learning.
- Desire to help others grow and achieve their goals.
- Skilled at training facilitation and/or public speaking.
- Excellent verbal and written communication skills.
- Ability to provide 1:1 coaching and mentoring.
- Familiar with the GROW coaching model.
- Familiar with the ADDIE training model.
- Ability to take ownership and exceed expectations as needed.
- Capable of working under pressure while managing conflicting demands and setting priorities.
- Open to feedback and adaptable to change.
- Customer-focused and aligned with company values.
- Proficient in Google Suite including Google Slides, Google Forms, Google Sheets and Google Docs.
Responsibilities:
- Conduct engaging and effective training sessions for new hires, upskilling programs, and product/process updates.
- Deliver regular training sessions focused on knowledge and soft skills to maintain high-quality standards within the teams.
- Update the team and trainees on process changes that impact our internal and external customers.
- Use various training methods (instructor - led, virtual, on-the-job) to ensure learning objectives are met.
- Design, update and implement timely, and results-oriented training programs with measurable outcomes.
- Collaborate with stakeholders to develop customized training for new initiatives or market - specific needs.
- Conduct Training Needs Analysis to identify areas for learning intervention based on feedback from Quality, Team Managers, and other departments.
- Evaluate the effectiveness of training programs and develop innovative solutions to improve processes.
- Collaborate with management across operations to provide coaching and feedback to the teams.
- Support the quality team in delivering comprehensive knowledge and skills development, including side-by-side coaching and instant feedback.
- Record training interventions on the designated platform or Learning Management System (LMS).
- Coordinate training schedules with management to meet business needs.
- Prepare reports on training activities and results to ensure alignment with departmental goals.
- Stay informed about the latest training tools (both traditional and digital) and continually enhance your training skills.
- Engage with live calls and cases to remain updated on processes, tools, and systems.
- Gather and share feedback and suggestions for training improvements.
- Conduct quality audits as needed.
- Manage and collaborate on special projects as assigned.
- Ensure training programs comply with regulatory requirements and industry standards.
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