Erc Training Specialist Job in Amazon

DESCRIPTION

The Training Specialist role is an advocate for continuous learning and development of the Employee Resource Center (ERC) associates. This role plays a pivotal part, as they are responsible for introducing new hires to Amazons culture, and work hand in hand with ERC Associates, Specialists and Managers in driving growth in the ERC. The role is responsible for performance and capability development of ERC associates. This position facilitates training of all ERC Associates and serves as a role model and mentor for the team. The person will be responsible to deliver new hire training and identify needs for ongoing training. This role will be responsible for setting up trainings both individually and in small groups to facilitate open dialogue and accelerated learning. This role will use case and phone data to determine the effectiveness of coaching and will provide team members with best practices for customer contacts to help build soft skills and replace unproductive habits.

Responsibilities
Coordinate and facilitate Frontline (Tier1) and Specialty (Tier 2) Training
Train and coach Training Assistants
Develop training refreshers for new hires based on identified areas for improvement
Deliver ongoing training refreshers for their region with a focus on improving written and verbal communication
Execute Listen-In Program
Provide team with regular feedback sessions and maintain detailed feedback and attendance records
Collaborate with other teams to identify training best practices
.Coordinating with training team in other regions
Work closely with the manager/stakeholders in the preparation, development & coordination of training events.
Contribute to continuous needs analysis and training improvement and additional training projects as required.
Maintain current information about training programs, events and performance support materials.
Compile course evaluations and produce summary reports of participant feedback.
Coordinate the new hires nesting week by providing support, leading daily huddles and suggesting training refreshers based on feedback obtained from the mentors and the huddles
Work along with the Trainer Assistant designated for the class for help with training, equipment and basic logistics for the training period and post training activities/logistics.
Provide real time action and support in following areas: Demonstrate discretion handling sensitive information, Address behavioral issues with trainees, Detect and resolve system issues among the trainees, Identify and share training best practices.

BASIC QUALIFICATIONS

3 6 years of Corporate/Process Training Experience
Demonstrates expertise in content creation and ability to foresee issues
Experience in designing training materials, bridge any gaps between understanding and execution, and facilitate learning in the classroom by organizing and presenting material in a way that is optimal for the learning experience.
Strong leadership skills, ability to work under pressure
Excellent verbal and written communication skills
Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint
Ability to clearly communicate complex information and to effectively motivate small and large groups.

PREFERRED QUALIFICATIONS

Significant Coaching and Mentoring Experience
Experience in leading people/teams

Strong time management skills
Experience communicating and presenting information to groups in a way that is understandable and easy to follow
Ability to adapt well to fast-paced environments with changing direction
Flexibility to work in any shift