About arenaflex
arenaflex is a leading e-commerce company that offers a wide range of fashion products to customers worldwide. Our mission is to provide an exceptional shopping experience, and we are committed to delivering high-quality products and services to our customers. We are now seeking an experienced Virtual Training Specialist to join our Customer Service team and play a key role in shaping the future of our customer service operations.
Job Summary
The Virtual Training Specialist will partner with the Customer Service Training Manager to achieve explicit department goals through talent development, instructional design, facilitation, and project management. This role will lead the arenaflex Customer Service Onboarding program through its life cycle, ensuring that each new hire receives an exceptional training experience that sets them up for long-term success. The ideal candidate will be a skilled trainer, coach, and facilitator who can create an optimal adult learning environment virtually and drive initiatives and programs outside the classroom.
Key Responsibilities
- Manage the entire life cycle of the onboarding program, ensuring that each new hire follows the appropriate training track and document any wins/opportunities in performance.
- Support the arenaflex Quality Assurance and Training team through training development, monitoring, and reporting on quality metrics, and identifying trends/root causes.
- Assist in identifying agent performance improvement opportunities through contact evaluations and provide feedback (observations and trends) to Customer Service Managers and the Training Manager.
- Work with the Training Manager to identify performance improvement opportunities by analyzing quality data and coaching documentation.
- Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior, and internal knowledge base gaps.
- Align hiring and development needs with organization's strategic goals.
- Collaborate with leadership to build and manage a variety of learning and development programs and offerings.
- Design, develop, and maintain high-quality and relevant training content to meet team needs.
Essential Qualifications
To be successful in this role, you will need to have:
- Demonstrated experience working with remote teams.
- At least 2 years of experience in instructional design and/or training experience, including familiarity with Articulate 360 tools.
- Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in explaining technical topics to novices and collaborating with subject matter experts and managers.
- Flexibility with full-time schedule, including shift assignments on weekends/evenings.
- Experience in carrying out all activities in the training cycle: analysis, design, delivery, implementation, and evaluation.
Preferred Qualifications
We are looking for candidates who have:
- Ability to support a variety of individuals and coach them for success.
- Keen eye for detail and high level of accuracy.
- Self-starter, seeks out new tasks when work is complete.
- Independently handle increasingly difficult tasks with confidence and composure.
About arenaflex's Culture and Benefits
arenaflex is committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to contribute their best work. We offer a range of benefits, including:
- Competitive compensation package, including base pay, equity, sign-on payments, and other forms of compensation.
- Full range of medical, financial, and/or other benefits.
- Opportunities for career growth and development.
- Flexible work arrangements, including remote work options.
- Access to cutting-edge technology and tools.
How to Apply
If you are a motivated and experienced Virtual Training Specialist looking for a new challenge, please apply via our internal or external career site. We can't wait to hear from you!