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[Hybrid] Trainer 3 (13561-7)

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JND

2mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Education & Teaching
  • Plano

AI generated summary

  • You need a Bachelor's degree, 5+ years in training, project management skills, innovative training knowledge, strong analytical abilities, and exceptional communication skills.
  • You will design training solutions, track new hire performance, manage content lifecycles, partner with cross-functional teams, and assess program effectiveness to enhance agent learning experiences.

Requirements

  • Bachelor's degree or equivalent work experience/certifications
  • 5+ years of professional experience with an emphasis in content creation and facilitation role within a contact center/call center environment
  • Project and product management skills and expertise, ideally working with the content/learning management systems and development teams
  • Knowledge of innovative training modalities that support remote learning functionalities and technologies i.e. gamification
  • Tuned in to customer needs; customer-oriented with a drive to think outside of the box
  • Exceptional analytical skills
  • Ability to process a high-level information to identify and solve issues that impact our business
  • Comfortable working in a fast-paced environment, taking the initiative, prioritizing multiple projects, and working under tight time-frames to meet deadlines
  • People leadership preferred
  • Self-directed, self-motivated and results-oriented
  • Excellent written, verbal and interpersonal skills to interact with internal and external contacts.
  • Exceptional skills in Microsoft Office, including Excel, PowerPoint and Word
  • Excellent verbal and written communication skills
  • Results driven strategic thinker; someone who can think about a product holistically to identify and prioritize key opportunities and implement change expediently.
  • Ability to think critically and creatively
  • Imagination and creativity; open-minded and independent thinker with exceptional customer empathy
  • Client service driven with excellent relationship management skills
  • Ability to effectively engage with and present to all levels of management
  • Ability to facilitate collaboration with diverse groups/stakeholder
  • Team oriented, but able to work independently and manage multiple tasks

Responsibilities

  • Partner internally and externally to design impactful, engaging and scalable face-to-face, online and virtual learning solutions to address training needs; design online learning templates and standards for our internal Samsung Contact Center agents
  • Partner cross-functionally with varying groups across the organization such as Marketing, Samsung.com, Sales and Support operations teams to understand product road maps and to define current and future training needs
  • Ensure new hires undertake mandatory trainings and track performance for up to six-to twelve months
  • Exceptional facilitation, interpersonal, and communication skills
  • Act as point of contact and subject matter expert representing the content creation team. Works closely with the Product Managers and Go-to-Market teams to manage the content lifecycle and provide ongoing refresher content
  • Recommend program design improvements and refinements where needed for all product launch including pre/post product life cycle
  • Implement sustainable curriculum architectures to create an engaging learner experience, target appropriate audiences with focused learning, and create logistical and process efficiencies, including working within an LMS
  • Mapping out training plans and schedules, designing and developing training programs for Contact Center Agents
  • Manage agent performance via e-learning course completion, agent survey feedback and KPI analysis to assess effective of training and drive process improvement
  • Partner with and provide support and training content for various lines of business within the Samsung product portfolio
  • Design online learning evaluation metrics to help measure learning impact and program success; recommend program design improvements and refinements where needed
  • Comfort in working with a remote team in a virtual environment often independently

FAQs

What is the job title for this position?

The job title is Trainer 3.

What is the type of employment for this position?

This position is a Regular Full-Time, Hourly role.

What is the required years of experience for this position?

A minimum of 5 years of experience is required.

What is the education requirement for this job?

A Bachelor's degree is required for this position.

Where is this position located?

The position is located at 6625 Excellence Way, Plano, TX, USA.

What is the work schedule for this position?

The schedule is Monday through Thursday on-site, and Friday is hybrid as business allows.

What benefits are offered with this position?

Benefits include Medical Insurance (Health, Dental & Vision), 401(k) with Company Match, Paid Time Off, H1B/Green Card Sponsorship for qualified employees, hands-on experience at Samsung, and opportunities for career advancement.

What are the top three skill sets needed for this position?

The top three skill sets are proficiency with technology tools for content delivery, effective communication with stakeholders, and strong time and project management skills.

What are the primary responsibilities of the Trainer 3 role?

The primary responsibilities include designing and developing training content for Samsung Contact Center agents, supporting product life cycles, and partnering cross-functionally to define training needs.

What background or experience is preferred for candidates applying for this role?

Candidates should have a Bachelor's degree or equivalent experience, 5+ years in content creation and facilitation within a contact center environment, and familiarity with innovative training modalities.

Is leadership experience preferred for this position?

Yes, people leadership experience is preferred.

How does the company support professional development?

The company offers hands-on experience, opportunities for career advancement, and a collaborative environment to foster growth.

Are there any specific technical skills required for this position?

Yes, exceptional skills in Microsoft Office, particularly Excel, PowerPoint, and Word, are required, as well as knowledge of learning management systems.

What kind of environment does this role operate in?

This role operates in a fast-paced, high-volume environment that requires flexibility and responsiveness to changing demands.

How can applicants learn more about the company?

Applicants can learn more about the company by visiting www.jndsolutions.com.

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JND

We want to see you grow

Telecommunications
Industry
51-200
Employees
2010
Founded Year

Mission & Purpose

We have been serving the IT community with innovative software technology to help clients successfully develop mobile software for the world market. Software systems are an integral part of life, from business applications to consumer products. Many problems can occur with software that does not work correctly, including loss of money, time, or business reputation. Our organization has continually been recognized by the IT communities for our developed expertise and knowledge in the mobile industry. With a strong understanding of the importance of software quality, we are committed to striving for excellence in developing mobile solutions and delivering high-quality software to make today’s ever changing the technological world a better place