At arenaflex, we're on a mission to revolutionize the way we learn and grow. As a leading innovator in the industry, we're seeking an exceptional Senior Learning Specialist to join our Amazon Business Customer Service (ABCS) Learning Delivery team. As a key member of our team, you'll have the opportunity to make a lasting impact on the lives of our Customer Support Associates and drive business success through innovative training solutions.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that's passionate about empowering our employees to reach their full potential. We're committed to fostering a culture of innovation, collaboration, and continuous learning, and we're looking for like-minded individuals to join our team. As a Senior Learning Specialist, you'll be part of a global team that's dedicated to delivering exceptional training experiences that drive business results.
**Job Summary**
We're seeking a highly skilled and experienced Senior Learning Specialist to lead and support a team of up to 30 Customer Support Associates. As a Senior Learning Specialist, you'll be responsible for creating an optimal adult learning environment that encourages long-term success. You'll design and deliver programs of diverse modalities, including self-directed, instructor-led, virtual, and experiential learning. You'll also be responsible for coaching, developing, and engaging your Associates, and driving initiatives and programs that continuously improve the training experience.
**Key Responsibilities**
As a Senior Learning Specialist, you'll perform the following tasks:
* **Supervise structured learning metrics and oversee results**: You'll be responsible for monitoring and analyzing learning metrics for the assigned territory and region, and identifying areas for improvement.
* **Manage live performance metrics end to end**: You'll oversee the performance of Customer Support Associates, including metrics such as first contact resolution, average handling time, and customer satisfaction.
* **Conduct learning sessions and deliver training courses**: You'll design and deliver training programs on new processes, continuous learning, new hire batches, transfer batches, and other topics as required.
* **Maintain data and analysis through reports**: You'll use Excel to analyze data and create reports on learning metrics, performance metrics, and other key indicators.
* **Ensure completion of new hire training program and coaching**: You'll ensure that new hires complete the required training program and coaching, and provide ongoing support and guidance as needed.
* **Partner with operational stakeholders**: You'll work closely with operational stakeholders to ensure that the Learning Experience team is aligned with business objectives and priorities.
* **Identify and certify learning coaches**: You'll identify and certify learning coaches who can support the development of Customer Support Associates.
* **Lead individual improvement projects**: You'll lead projects to enhance business performance, including initiatives to improve customer satisfaction, reduce average handling time, and increase first contact resolution.
* **Drive quality and learning metrics**: You'll work to improve quality and learning metrics, including metrics such as customer satisfaction, first contact resolution, and average handling time.
* **Conduct chime sessions and classroom sessions**: You'll conduct sessions with stakeholders to discuss learning metrics, performance metrics, and other key indicators.
**Requirements**
To be successful in this role, you'll need:
* **2+ years of experience in training delivery roles**: You'll have experience designing and delivering training programs, and a strong understanding of adult learning principles.
* **1 year experience in Customer Service or customer service-related work experience**: You'll have experience working in a customer-facing role, and a strong understanding of customer service principles and best practices.
* **Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software**: You'll be proficient in using Microsoft Office Suite and instructional software, and able to create reports and analyze data using Excel.
* **Highly accurate and fluent in Japanese and English**: You'll be highly accurate and fluent in both Japanese and English, and able to communicate effectively with stakeholders.
* **Flexible to work within a 24/7 x 365 days global team across a variety of time zones**: You'll be flexible and able to work within a global team that operates across multiple time zones.
* **Knowledge of adult learning, content design, and facilitation**: You'll have a strong understanding of adult learning principles, content design, and facilitation techniques.
* **Experience as a trainer, corporate training specialist, or related position**: You'll have experience as a trainer, corporate training specialist, or in a related role, and a strong understanding of training principles and best practices.
* **Project management skills with the ability to supervise multiple projects**: You'll have experience managing multiple projects simultaneously, and be able to prioritize tasks and meet deadlines.
* **Strong ability to multi-task**: You'll be able to multitask and prioritize tasks effectively, and able to work in a fast-paced environment.
**What We Offer**
As a Senior Learning Specialist at arenaflex, you'll have the opportunity to:
* **Work with a global team**: You'll be part of a global team that operates across multiple time zones, and will have the opportunity to work with colleagues from diverse backgrounds and cultures.
* **Drive business results**: You'll have the opportunity to drive business results through innovative training solutions, and make a lasting impact on the lives of our Customer Support Associates.
* **Develop your skills**: You'll have the opportunity to develop your skills and knowledge in areas such as adult learning, content design, and facilitation.
* **Enjoy a competitive compensation package**: You'll receive a competitive compensation package, including a salary, benefits, and perks.
* **Work in a dynamic and forward-thinking organization**: You'll be part of a dynamic and forward-thinking organization that's passionate about empowering our employees to reach their full potential.
**How to Apply**
If you're a motivated and experienced Senior Learning Specialist who is passionate about driving exceptional training experiences, we'd love to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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