Training Delivery Lead
Sant Cugat del Valles, Barcelona, Spain
hace 2 días

In this role, you will be part of the Customer Support Organization and the highly innovative Work of the Future team; you'll be driving & preparing learners to adapt to new tools (or updates to the existing tools).

As a Training Delivery Lead, you’ll be defining & designing learning solutions. We are looking for an experienced trainer, familiar with Customer Support and CS tools, who has strong communication and project management skills to ensure that we deliver what we promise and more.

Your responsibilities :

  • Determine training needs and requirements for our diverse teams (contact centre agents, technicians, support functions, and leadership teams) by working closely and collaborating with stakeholders, subject matter experts, leadership team and performing thorough learnings needs analyses
  • Defining and designing learning solutions, experience in curriculum and content design, experience in learning journey mapping
  • Use Design Thinking Methodology to design and deliver webinars, workshops, and training as a trainer or by scheduling and facilitating other trainers
  • Organise the Learning Experience by preparing training courses, materials, evaluations, trainers, enrolment, schedules, and costs
  • Manage expectations from trainees, stakeholders, and SMEs
  • Monitor and improve the performance of the Training Experience
  • Manage training lifecycle from development to implementation
  • Stay abreast of current market or technology trends
  • Contribute to the introduction of new methods and processes for improving training delivery and development
  • Education and Experience Required :

  • First Level University degree
  • Minimum of 3 years of experience with designing and delivering training, using various training and teaching methods
  • Instructional Design, create content using tools like Articulate Storyline, Adobe Suite, etc.
  • Natural curiosity / affinity for tools and technology, ability to flourish in a changing environment
  • Demonstrated leadership, communication, change management, and project management skills
  • Experience in global and regional working teams- cultural intelligence, Flexibility in working global hours
  • Excellent verbal and written communication skills in English
  • Experience with vendor management
  • Knowledge and Skills :

  • Demonstrate an in-depth understanding of the Customer Support Landscape
  • Good interpersonal skills and communication with different types of stakeholders
  • Organized and able to create multiple timelines, budgets, and schedules
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