Learning & Onboarding Architect

Hard Rock Digital; Town of Florida (NY, NJ); On-site; CAD 65,000 - 90,000; Full time

Job summary

Hard Rock Digital is seeking a Training & Development Specialist to join our Customer Operations team. You will own the delivery of onboarding and ongoing training, with a focus on initial programs and later product updates, quality, and developmental training.

You'll deliver train-the-trainer sessions to upskill supervisors and agents, training in both face-to-face and virtual environments. Travel up to 50% is required, with the flexibility to operate within Canada, the US, and international

Qualifications

• Minimum of 3 years experience in customer services.
• 5 years in a trainer position.
• Previous experience within a call center environment.
• Experience delivering training in both face-to-face and virtual environments.
• Fluency in English.
• Willing to travel up to 50% (domestic and internationally).

Responsibilities

• Deliver regular onboarding training to new starter cohorts
• Facilitate and deliver training sessions, develop objectives and ensure customer satisfaction
• Work with the content team to ensure training materials are up to date
• Transform knowledge base content into training materials
• Monitor all customer issues and provide training to resolve them
• Coordinate with operations teams and provide optimal levels of customer services and recommend best practices
• Deliver train the trainer courses with the team
• Deliver training in face-to-face and virtual environments
• Create learning plans and learning content

Skills

Onboarding training

Adult learning principles

Training delivery

Stakeholder communication

Train-the-trainer

Job description

Hard Rock Digital is seeking a Training & Development Specialist to join our Customer Operations team. You will own the delivery of onboarding and ongoing training, with a focus on initial programs and later product updates, quality, and developmental training.

You'll deliver train-the-trainer sessions to upskill supervisors and agents, training in both face-to-face and virtual environments. Travel up to 50% is required, with the flexibility to operate within Canada, the US, and international