CS & MyPath Learning Specialist
PayPal
- County Louth
- 24,000-25,999 per annum
- March 20, 2019
- Permanent
About the Job:
Primary Job Responsibilities:The Customer Solutions Learning Specialist ensures new Global Operations teammates are trained to achieve consistently high levels of service. The Learning Specialist is responsible for the content development and delivery of new hire training and developing specialised training programs for existing staff. This includes technical, product & softskills training interventions. They must have a passion for training, an excellent knowledge and understanding of training interventions and must be able to demonstrate the core competencies required to be an effective trainer. A passion for the PayPal products as well as a robust understanding of the Payments Industry is essential. Experience in working in a global team across three regions would be beneficial.
Job Requirements:
Core Responsibilities
- Developing & delivering training to new & existing members of the Customer Solutions teams.
- Drive overall quality improvements within Customer Solutions training by setting the benchmark & ensuring best practices in Training tools and techniques are adhered to at all times.
- Specializes in the delivery of teammate training & soft skill delivery
- Seek feedback, trends & insights from the Team Leaders as a method of improving process and procedures & feedback through appropriate channels.
- Works in partnership with the curriculum design team to audit training materials for consistency and relevance.
- Continually benchmark PayPal training requirements against external financial industry standards.
- Continually foster a positive, cooperative attitude to all employees based on our shared commitments and behaviors.
- Proactively work with Department Management team to highlight customer and Teammate pain points, providing additional learning interventions on product & tools that can improve Department KPIs.
- Collaborates with local and global training team in supporting key business initiatives
- Take part in regular product roadmap specification review sessions & proactively highlight potential areas of negative impact to our agent’s ability to service our customers.
Training
- Conduct formal & informal Training Needs Analysis.
- Partners with stakeholders to understand their business training needs,providing consultation and advice on the recommended training solutions.
- Design & deliver specialized training to existing staff as needed/when the product is updated, in addition, one-off training sessions/workshops which supports employees in achieving targets within their roles
- Conduct regular reviews of the impact and effectiveness of all training undertaken, developing tools for monitoring training & evaluation as appropriate.
Knowledge, Skills and Abilities
- Strong Knowledge of the PayPal Product
- Strong presentation/facilitation skills.
- Ability to learn & adapt to new software and technologies.
- Good planning, organizational &reporting skills - essential.
- The ability to work under pressure, prioritizes workflow, meets targets & escalates when appropriate.
- Ability to work effectively in a matrix environment & manage multiple stakeholders.
- Demonstrate ability as a team player, with an ability to motivate others.
- Business Awareness – understands current and possible future business trends and information.
- Bachelor’s Degree or equivalent.
- 2+ years of Customer Service training experience
- Proven track record in training design & delivery.
- IITD Certified trainer or equivalent.
- Proven track record in achieving strong results as well as continually displaying initiative to take on additional responsibilities towards professional growth.
- Ability to work flexible hours and/or overtime as business needs dictates.
- This position will require some travel from time to time.
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