As a Training Specialist, you will work closely with the Content and Quality Team to develop training content, onboard new Support Associates, and deliver engaging workshops. You will also provide on-the-job coaching to ensure continuous improvement in performance. This role requires a dynamic individual who can adapt to training needs and offer support where it's needed most. This is a full time position and you will work on-site at the office. 

What you will be doing

Training development:

• Ensuring that all training content is up-to-date, relevant, and aligned with current support practices
• Collaborating with stakeholder teams to develop new training materials based on operational needs and feedback from Support Associates

Onboarding new Support Associates:

• Onboarding new Support Associates, guiding them through their initial training phase and ensuring a smooth transition to working independently
• Using the onboarding evaluation forms to gather feedback from new team members and identifying areas for improvement
• Adjusting onboarding practices based on feedback to continuously refine the process

Coaching on the floor:

• Conducting side-by-side sessions with Support Associates during their shifts to provide real-time coaching and feedback
• Using performance data from the individual performance dashboard to identify low-performers and offer targeted coaching sessions during work shifts
• Helping Support Associates improve their skills and meet performance expectations through personalized coaching

Delivering training:

• Conducting support workshops and other classroom training sessions, focusing on key topics that enhance performance and operational efficiency
• Taking full responsibility for delivering training sessions as needed, ensuring the material is engaging and impactful
• Adapting training delivery to address different learning styles and operational requirements

Our Humble Expectations

• Training development: the ability to build and update training materials that hit the mark for Support Associates, keeping things relevant and easy to grasp.
• Engaging presentation: you are confident in leading training sessions that keep people interested, adapting to different learning styles and making sure the content connects
• Hands-on coaching: you're experienced in giving real-time feedback, helping team members improve on the spot with targeted guidance
• Data-driven insight: you're comfortable with using performance data to spot training needs and track the impact of coaching
• Comfortable with training tools: familiarity with digital training tools and platforms, making the most of technology to deliver effective learning experiences.
• Adaptable: you're ready to shift gears based on what’s needed, whether it's a new training approach or a different style for a particular group
• Clear communicator: you're great at explaining things in a way that’s easy to understand, both in writing and in person
• Empathetic & patient: ability to build trust with new team members, creating a positive learning space where they feel supported
• Problem solver: you're quick to identify gaps and come up with practical solutions that enhance team performance
• Detail-oriented: you have the ability to keep a close eye on how well training is understood, adjusting as needed to ensure nothing important slips through the cracks.

We are happy to receive your application till the 12th of March.