Introduction to Amazon Business and Our Mission
At Amazon, our mission is to be the most customer-centric company on earth, and we are dedicated to achieving this goal through exceptional customer service. Amazon Business Customer Services learning experience team is seeking a highly skilled and experienced Learning Specialist to join our team. As a Learning Specialist, you will play a crucial role in boosting the competencies of our customer service associates by developing and conducting effective training programs. Your expertise will indirectly help enhance the employee's workplace performance in conjunction with the company's core values to meet the goal of the organization.
Job Scope and Responsibilities
The successful candidate will be responsible for delivering Amazon orientation and new hire training to all job levels, both virtually and in person, as required by the business. You will also design and deliver continuous learning sessions for existing employees to meet or exceed improvement goals. Additionally, you will proactively analyze performance data to identify gaps, propose, and deliver training interventions to meet or exceed improvement goals.
- Deliver Amazon orientation and new hire training to all job levels (virtually or in person; as the business requires)
- Meet/exceed performance expectations w.r.t New hire training (e.g. Training Yield, customer experience, and AHT performance)
- Design and Deliver continuous learning sessions for existing employees to meet/exceed improvement goals
- Proactively analyze performance data to identify gaps, propose, and deliver training interventions to meet/exceed improvement goals
- Gather training needs (via performance data analysis, voice of business, and voice of associates sessions), design and deliver training interventions to address these needs
- Maintain and report data (e.g. trainee attendance, performance, and analysis etc.) timely and accurately
- Participate in call listening sessions and quality calibrations to keep abreast of updates and developments
- Take customer contacts every month to keep abreast of latest process updates and changes
- Lead and/or be a team member on improvement projects that are aimed at enhancing business performance
Key Job Responsibilities
In this role, you will be responsible for coordinating training sessions based on site needs, conducting daily sessions with trainees, tracking and providing weekly debriefs and reporting to the ABCS Leadership Team, and documenting feedback and audit results to help the Leadership Team identify strengths as well as areas of opportunity.
- Coordinate training sessions based on site needs
- Conduct Daily sessions with trainees
- Track and providing weekly debriefs and reporting to the ABCS Leadership Team
- Documents feedback and audit results to help the Leadership Team identify strengths as well as area of opportunity
- Contribute to additional training projects as required
- Understands workflow and daily production goals
- Solve problems, reacting quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
- Maintains a positive attitude and presence on the floor
- Facilitates and presents to groups of up to 30 people in a class
- Act as an effective people manager during mentored production periods during training
Essential Qualifications
To be successful in this role, you must be an expert in the Japanese Language (JLPT N1 Certified) and English Language, with a minimum of 2+ years of experience in training delivery roles or similar experience. You must also be flexible to work within a 24/7 x 365 days global team across a variety of time zones.
- Must be an expert in Japanese Language (JLPT N1 Certified) and English Language
- 2+ years of experience in training delivery roles or similar experience
- Flexible to work within a 24/7 x 365 days global team across a variety of time zones
- Good communication skills for the purpose of knowledge transfer and skill development
- Good coordination and organization skills
- Extensive expertise in cultural and soft skills relevant to a contact center environment
- Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint)
Preferred Qualifications
Preferred qualifications include experience in Customer Service or customer service-related work experience, training experience specific to a contact center environment, a Bachelor's degree or significant college course work in communication, education, or a related field, and experience working with Learning Management Systems (LMS).
- Experience in Customer Service or customer service-related work experience
- Training experience specific to a contact center environment
- Bachelor's degree or significant college course work in communication, education, or related field
- Experience working with Learning Management Systems (LMS)
Skills and Competencies
To be successful in this role, you must possess excellent communication and interpersonal skills, with the ability to work effectively in a team environment. You must also be able to analyze data, identify trends, and develop effective training interventions to meet business needs.
- Excellent communication and interpersonal skills
- Ability to work effectively in a team environment
- Ability to analyze data, identify trends, and develop effective training interventions
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment and adapt to changing priorities
Career Growth Opportunities and Learning Benefits
At Amazon, we are committed to the growth and development of our employees. As a Learning Specialist, you will have the opportunity to develop your skills and expertise in training and development, with opportunities for career advancement and professional growth.
- Opportunities for career advancement and professional growth
- Development of skills and expertise in training and development
- Access to training and development programs to support your career goals
- Opportunities to work on high-impact projects and contribute to the growth and success of the company
Work Environment and Company Culture
At Amazon, we are committed to a diverse and inclusive workplace, where employees feel valued and respected. Our company culture is built on a foundation of trust, respect, and open communication, with a focus on delivering exceptional customer service and driving business results.
- Diverse and inclusive workplace
- Company culture built on trust, respect, and open communication
- Focus on delivering exceptional customer service and driving business results
- Opportunities to work with a talented and dedicated team of professionals
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, with opportunities for career advancement and professional growth. Our compensation reflects the cost of labor across several US geographic markets, with a base pay range of $51,100/year in our lowest geographic market up to $91,400/year in our highest geographic market.
- Competitive salary and benefits package
- Opportunities for career advancement and professional growth
- Base pay range of $51,100/year in our lowest geographic market up to $91,400/year in our highest geographic market
- Access to training and development programs to support your career goals
- Opportunities to work on high-impact projects and contribute to the growth and success of the company
Conclusion
If you are a motivated and experienced Learning Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Learning Specialist at Amazon, you will have the opportunity to develop your skills and expertise in training and development, with opportunities for career advancement and professional growth. Don't miss out on this chance to join our team and contribute to the growth and success of our company.
Apply now and take the first step towards an exciting and rewarding career as a Learning Specialist at Amazon!
Apply Now