Training & Development Specialist

hardrockdigital; Town of Florida (NY, NJ); On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay and benefits

Flexible vacation allowance

Startup culture backed by a global/est

Job summary

Hard Rock Digital is seeking a Training & Development Specialist to join our Customer Operations team. The role focuses on onboarding training and will expand to product updates, quality, and staff development.

You will deliver both face-to-face and virtual sessions and train supervisors to train others. The position requires 3+ years in customer service and 5+ years as a trainer, with experience in call centers and a willingness to travel up to 50%.

Qualifications

• Minimum of 3 years experience in customer services and 5 years in a trainer position.
• Experience delivering training in face-to-face and virtual environments.
• Fluency in English; strong communication and facilitation skills.

Responsibilities

• Deliver regular onboarding training to new starter cohorts.
• Facilitate and deliver training sessions, develop objectives and ensure customer satisfaction.
• Work with content team to update training materials; transform knowledge base content into training materials.
• Monitor customer issues and provide training to resolve them.
• Coordinate with operations and upskill supervisors and agents.
• Deliver train-the-trainer courses; deliver training in face-to-face and virtual environments.

Skills

Customer service experience

Trainer experience

Adult learning principles

Communication skills

Fluency in English

Willing to travel

Job description

Location: Canada

What are we building?

Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?

What's the position?

Our Training & Development Specialist sits within our Customer Operations team, reporting to the Training and Delivery Manager.

The Training & Development Specialist owns the delivery of training to our customer operations team members. The role will have a heavy focus on initial/onboarding training, and over time will include product updates, refreshers, quality, and developmental training. You will also deliver train the trainer session to upskill supervisors and agents to train and mentor in specific areas. You will be delivering training in face-to-face and virtual environments.

This role is for a candidate located within a reasonable distance of our New Jersey, Florida or Canada office locations.

Responsibilities:

• Deliver regular onboarding training to new starter cohorts
• Facilitate and deliver training sessions, develop appropriate 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 customers 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

What we are looking for?

• As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment.
• Minimum of 3 years experience in customer services and 5 years in a trainer position
• Previous experience within a call center environment
• Experience delivering training in both a face-to-face and virtual environment
• Strong understanding of adult learning principles and theories
• Engaging & fun delivery/facilitator style that inspires others to learn
• Excellent organization and prioritization skills
• Excited and motivated by change, multi-tasking, and working within a fast-paced environment
• Strong communicator, able to influence at all levels
• Keen to succeed and passionate about people development
• Attention to detail
• Fluency in English
• Willing to travel up to 50% (domestic and internationally)

Desirable Skills & Experience

• Expert in building and delivering detailed and comprehensive training documentation
• Ability to address areas of underperformance with a structured plan
• Casino and/or igaming knowledge

What's in it for you?

We offer our employees more than just competitive compensation. Our team benefits include:

• Competitive pay and benefits
• Flexible vacation allowance
• Startup culture backed by a secure, global brand

Roster of Uniques

We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)