Position Summary:

Responsible for the design, development and subsequent delivery for all training to the China contact center employees, up to and including new hire, policy and system upgrades and enhancements

Designs/Develops implements and delivers training classes for staff to ensure that established training goals/objectives are met. Monitors the quality/effectiveness of courses and presentations, and recommends revisions/modifications as needed.

Essential Duties and Responsibilities:

a) Creates, designs and develops training curriculum utilizing traditional and e-learning approaches

b) Manages new employees into the company and/or department during the first 5 weeks of employment through the new hire training program and ensure a smooth transition to the floor

c) Analyzes data collected by Quality Assurance and business SMEs and creates training programs so that employees are optimizing performance

d) Partners with the Business Supervisors, Managers and Quality Assurance to maximize effectiveness of Navigate, PeopleSoft, Business Systems, and brand certification programs

e) Work with cross functional departments to understand new products, programs and policies that require development of recurrent training modules

f) Establishes working relationships with Sales, Global and Corporate HR Training Departments to implement new learning solutions and upgrade existing programs

g) Acts as an educational resource to support professional development plans for employees. Provides feedback on issues identified through training and recommends solutions/actions to be taken

h) Stays informed as to relevant skill and qualifications levels required by staff for effective performance, and circulate requirements and relevant information to the organization as appropriate

i) Recommends learning strategies to Training Supervisors and Manager and implement approved strategies through direct facilitation

j) Assists with recruiting of new employees into the department

k) Manages communication of company, brand and promotional updates to TS&S

l) Performs other duties as required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management.

Financial Responsibilities

Manages budget for training activities and materials.

Qualifications:

a) HS diploma or equivalent required, Bachelor's degree preferred

b) 3+ years of experience in training and development preferred

c) Experience in Trade Support & Service preferred

Knowledge and Skills:

a) Must possess excellent interpersonal skills.

b) Should effectively build relationships and encourage collaboration in order to create positive and significant outcomes.

c) Must be able to identify training needs, conduct research, draw upon a variety of resources, propose targeted and creative solutions, and translate ideas into action.

d) Strong verbal and written communication skills required.

e) Must demonstrate strong initiative.

f) Must possess effective facilitation and presentation skills.

g) Technical Writing, Teaching/Training, performance measuring, multimedia, curriculum and course development.

h) Ability to work independently or on a team.

i) Must have the ability to work evening and weekend hours as needed.

j) Must demonstrate consulting, project management and organizational skills.

k) Must demonstrate effective questioning and listening skills.

l) Must be able to utilize a variety of instructional methods in order meet the needs of the team.

m) Must ensure all training activities and materials meet with relevant organizational and statutory policies, including health and safety, employment and equality laws

n) Good English in oral and writing

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.

The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc.

The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations.

The environment includes office location, and /or moving inside/outside the office.

A high noise level is possible if visiting shipboard or offsite locations.

上班地址：东大名路358号国际港务大厦1601室