资深运营客服培训师
安态企业服务有限公司ShanghaiUpdate time: August 28,2019
Job Description
上海市 黄浦区
Family Summary/Mission
Creates, implements and evaluates training tools and programs to support the development of skills and competencies. Consult and/or work cross functionally to influence and promote change in order to continually deliver quality service to our internal and external customers.

Position Summary/Mission
? Design, develop and deliver curriculum and training sessions to designated audiences of learners.
? Collaborate with local leadership and other design and development professionals to ensure the successful development and delivery of training materials and events that transfer of learning back to the job.
? Independently oversees the classroom environment for long-term and complex training situations, managing all aspects of student performance and feedback to management.
? Coaches, mentors and oversees other trainers both technical and behavioral skills for trainer development purposes.
? Design, develop the QA methodology and deliver the regular quality check and share the QA result with the functional leads and individual processors for improvement. Provide the refresher training on the problematic areas.
This is an Individual Contributor role.

Fundamental Components & Physical Requirements include but are not limited to (* denotes essential functions)
? Perform performance analysis with business leaders to identify performance gaps, appropriate training interventions, and other variables required to improve business performance. (*)
? Actively engage with other training design and development professionals to collect and coordinate subject matter expertise, to collaborate on and influence the design and development of curriculum and to ensure that the right curriculum is developed using the appropriate learning medium. (*)
? Revise and customize curriculum to reflect unique geographic, product and/or audience variations. (*)
? Lead training sessions for designated audiences. (*)
? Manage participant performance to ensure adherence to Aetna standards and policies; provides feedback to management as appropriate; may be required to manage the administration of Aetna's performance management processes in new hire situations with appropriate business/educational management, ER and HR support (*).
? Analysis of individual performance assessments and development of action plans to appropriately manage Aetna's performance management processes for new hire situations with appropriate business/educational management, ER and HR support (*).
? Work with local business leaders to align the performance variables required to transfer learning back to the job. (*)
? Assess the effectiveness of training programs during and at designated intervals after delivery. (*)
? Collect and share curricula and training event feedback from program participants and local business leaders. Participate in the development effort to enhance the curricula and training events based on that feedback. (*)
? Use formal instructional design methodology to design and develop performance-based training and educational tools. (*)
? Develop and conduct follow-up assessments to determine the effectiveness and, when appropriate, ROI of training programs. (*)
? Conduct performance analysis to determine the expectations and gaps for the intended audiences. (*)

Background/Experience Desired
? 3-5 years previous training experience in appropriate technical function
? Excellent facilitation skills and the ability to interact effectively with people at all levels of the organization. Knowledge and previous application of Aetna policies and human resource processes.
? Regional exposure across Asia Pacific is highly preferred
? Fluency in English Communication (written / verbal) is a MUST, Cantonese is desired
? Strong technical knowledge of the function being trained.

Education and Certification Requirements
? Bachelor's degree desired or equivalent work experience.
? Education in adult learning principles and best in practice learning techniques

Additional requirements
? Demonstrates strong facilitation skills
? Demonstrates strong aptitude for instructional design including excellent written skills, ability to take complex topics and break it down into smaller, logical chunks, can write clear learning objectives
? Applies innovative, creative, “out of the box” thinking to problems
? Strong analytical, influence, conflict resolution, problem solving, negotiation and project management skills
? Excellent oral and written communication, interpersonal and presentation skills
? Proactively and quickly learns new systems, tools or content areas to achieve results
? Technologically literate – familiar with IT focused frameworks, systems and methodology
? Embraces change, ability to see opportunities for change, to capitalize on them and implement them when appropriate, process improvement mindset
? Assumes responsibility for personal and professional development

  • Exceptional focus on customer experience

职能类别: 客服主管

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