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Training Delivery Specialist – Dyson

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Key Responsibilities and Accountabilities 

In this role, you will have the following core responsibilities 

 

 

Accountable For Training Delivery of Contact Center Staff 

  • Executes hands-on training curriculum (both virtually and in person) and ongoing development initiatives both virtually and hands-on across insourced and 3rd party Contact Center staff. 

  • Accountable for the successful onboarding of insourced/outsourced Contact Center personnel 

  • Conducts ongoing training and refreshers of internal/external Contact Center personnel 

  • Communicate training, cross-training, and continuing education opportunities to Training and Development staff 

 

Provides Feedback and Input to Training Content Developed 

  • Plays a proactive leadership role alongside our Contact Center leadership teams to assist with development and feedback regarding prepared training materials  

 

Validates the Retention of Training Knowledge  

  • Evaluate training results, review customer service contact interactions, identify training gaps, and drive discussions for continuous improvement 

 

Coordinate Training Logistics 

  • Logistically plans for training and coordinates schedules  

  • Provide timely submission of travel itinerary information and company expense reporting when travel is required 

  • Maintain a tracking system to ensure accurate employee training records, track training needs, and collect evaluation  

  • Submit Weekly reports on Contact Center Training and all related tasks 

 

Evaluate and Measure the Overall Success of Training  

  • Accountable for the audit and monitoring of 3rd party training personnel, holding 3rd party training facilitators accountable to defined training standards 

  • Improve training effectiveness through the analysis of production metrics, and additional mentoring when needed during training as well as post-training follow-up, especially with new hires in the first week of production 

 

Cross-Functional Collaboration and Support 

  • Support and collaborate with Care/Repair Experience on any training needs as they become relevant 

  • Represent the Contact Center Team when Technical/Owner Support training is needed by other internal/external departments 

 

Identification and Escalation of Customer Service Knowledge Issues 

  • Capture and report any emerging Customer Service issues 

 

 

About You 

 

Core Skills and Competencies 

  • Excellent organizational ability. 

  • Exceptional team player 

  • Ability to understand the Dyson brand and uphold its integrity 

  • Self-motivator with a strong ability to work independently/remotely required 

  • Previous experience in remote Customer Service operations environment preferred 

  • Clear understanding of service operations and processes 

  • Experience delivering Virtual and E-learning materials  

  • Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills required 

  • Proficiency in Microsoft Office Suite required 

  • Strong communication skills, both written and verbal  

Qualifications and Experience 

  • 2+ years of professional facilitation, leadership and customer service experience  

  • High level of customer service orientation required—a desire to help or serve others, to identify and meet their needs 

  • Excellent grammar, writing, and editing skills; ability to write in a range of styles and tones from highly technical to informal/casual.  

  • Ability to navigate ambiguity, support multiple projects, and meet deadlines in a fast-paced environment 

  • Developed problem-solving skills and the ability to focus attention on details  

  • Ability to evaluate employees and coach/develop to standard 

  • Proven ability to build and maintain strong relationships with people at all levels of a business