| Responsibilities |
As a Customer Care Training Specialist, you will be responsible for providing training services and materials to internal and outsourced customer care agents. Your responsibilities will include, but are not limited to, development of curriculum for new product launches and enhancements, assessing training needs of all of Yahoo!'s global customer care organizations, developing and delivering training materials designed for classroom use or on-line modules, project management of curriculum development through assessing effectiveness, and curriculum and training program maintenance for global customer care. You'll be responsible for course maintenance, while effectively managing new projects.
This position requires the candidate to maintain productive relationships with all members of the department and company and contribute to a positive working environment while providing feedback to department management regarding effectiveness of training, preparedness of staff, and recommendations/execution of process and content improvement.
Primary Responsibilities:
* Manages the activities involved in the design, development, preparation, delivery, and needs assessment of training and development programs for company.
* Conduct training needs analysis based on gap assessment methodologies.
* Has knowledge of LCMS and LMS, with ability to write learning objectives and detailed training plan
* Create and produce reference materials, job aids and communications.
* Recommends program enhancements and modifies existing materials to ensure highest standards of service to all clients.
* Coordinates, facilitates and instructs training sessions.
* Teaches and conducts Train the TRAINER courses and/or curriculum to outsourced TRAINERs and Yahoo! Partners.
* Administers course evaluations and assessments.
* Communicates information, reviews and disseminates course register/schedule information to class participants/facilitators, management and staff members.
* Uses professional training, adult learning and development concepts in the design, development and delivery of training modules.
* Prepares lesson plans, training aids and manuals relevant to training materials.
* Recommends changes to course delivery options, while keeping Service Levels in mind.
* Organize, format, copy, edit and rewrite technical text and graphics for internal and external distribution, with minimal supervision.
* Designing, writing, and maintaining training quick reference guides, procedure guides, user guides, tip that require an index and a TOC.
* Proactively interface with subject matter experts within the company to develop and improve technical content and ensure timeliness and accuracy of material publication.
* Quickly and independently become an expert on company standards, procedures, tools, etc. in order to produce deliverables in a variety of formats, on time, while adhering to standard publishing process sheets, presentation materials, automated demonstrations as well as multi-file documents (user guides) that require an index and a TOC.
* Proactively interface with subject matter experts within the company to develop and improve technical content and ensure timeliness and accuracy of material publication.
* Quickly and independently become an expert on company standards, procedures, tools, etc. in order to produce deliverables in a variety of formats, on time, while adhering to standard publishing process
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