IJP - Training Specialist Global L&D

2 weeks ago

Taguig, National Capital Region, Philippines HelloConnect Inc. Full time

Organization Overview

HelloFresh is on a mission to change the way people eat, forever. Since our 2011 founding in
Europe's vibrant tech hub, Berlin, we have become the world's leading meal kit provider, delivering
to households worldwide in multiple countries.
Our diverse employees are the heart and soul of our diverse, fast-paced, dynamic environment
where innovation and smart, fast action are encouraged.
We are passionate about bringing dinner inspiration to every day.

Primary Purpose

The role of the Training Specialist is to instill a high level of customer care standards within our
team, to improve our customer satisfaction. Every customer touch point should shine ensuring our
customers only speak positively about their experience with the customer care team.
The Training Specialist is responsible for Onboarding training, refresher training, resource creation,
analysis and overall performance across multiple sites and BPOs as required.
You will be the dedicated 2nd level support (2LS) trainer for all markets. You will be responsible for
creating and updating their training resource materials.
You will closely work with the Knowledge Management Coordinators, Subject Matter Experts, and
the QA Team as you will be the training teams point of contact for all new processes and product
updates.
You will analyze interactions, present your findings to the L&D Lead and help train, mentor and
performance manage the training team. Although your primary focus is analysis, you will also be
required to train and assess the output of all the training conducted by evaluating the post-training
results and reviewing the customer care team's quality of performance when on queue. You will do
this by following the quality evaluation process and reporting these trends to the business.

Key Accountabilities

You are directly responsible for:

Training Delivery and Facilitation:
- Conduct training sessions, workshops, and seminars for our representatives,
ensuring comprehension and skill acquisition.
- Employ various instructional techniques and formats to accommodate different
learning styles.
- Provide ongoing coaching and support to reinforce learning and skill application.

Training Program Development:
- Support with the design, development, and implementation of training programs
tailored to the needs of our contact centre team.
- Support with the creation of engaging and interactive training materials, including
presentations, guides, and simulations.
- Regularly update training content to reflect industry trends, product updates, and
best practices.

Content Management and Documentation:
- Maintain and update a comprehensive repository of training materials, resources,
and documentation for easy accessibility by the team.
- Develop assessment tools to evaluate the effectiveness of training programs and
gather feedback for continuous improvement.

Collaboration and Coordination:
- Collaborate with managers, subject matter experts, and other stakeholders to
identify training needs and align content with clear objectives.
- Coordinate with internal and external departments to ensure training initiatives,
align with product updates, internal strategies, and customer insights.

Performance Monitoring and Reporting:
- Monitor and assess the impact of training on performance and agent KPIs
- Complete all required reporting and training observations
- Complete admin tasks associated with pre-onboarding and onboarding

People Management

-Manage a group of trainers supporting different countries and subsidiaries or brands.
- Helps train and coach budding trainers to be the best in what they do.


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