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Customer Experience Coach & Trainer

Singapore, SG - Information Technology and Services, Internet

Description



Global Customer Experience Coaching & Training promotes a culture of service excellence by active participation in staff development through the creation and facilitation of impactful training and quality programs, the coaching and mentoring of support representatives and the monitoring of performance by internal quality evaluations to identify opportunities for improvement throughout our training & coaching programs in support of our service partners. The ideal candidate has strong hands-on experience in training, coaching and mentoring to effectively onboard new hires and continue to build technical and non-technical skills and improve service delivery for all representatives.



Responsibilities

Training

• Deliver both instructor-led (ILT) and virtual training (VILT) for the onboarding of new hires to include education on LinkedIn’s culture, history, organization, products, processes and tools.


• Facilitate tenured rep training to enhance technical skills, improve product knowledge and advance soft skill practice.


• Participate in the design, maintenance, and facilitation of high quality technical and nontechnical training for new and existing staff; customer and non-customer facing.


• Select or develop teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, eLearning modules and reference works.


• Implement testing measures to evaluate progress and effectiveness of training while identifying areas for improvement or enhancement.


• Create and deliver process documentation with ongoing maintenance as needed.


• Develop and maintain meaningful cross-department and site working relationships.


• Maintain strong working knowledge of LinkedIn’s products and features.

Coaching

• Complete LinkedIn’s inPowerment Coaching Certification Program.


• Facilitate engaging and empowering one-on-one coaching of support representatives and group feedback sessions to improve performance based on Internal Quality Evaluations.


• Review support representative’s tickets using internal quality evaluation forms, CSAT survey feedback, and performance against benchmarks to identify opportunities for coaching and training enhancements.


• Solve customer tickets on ongoing basis to maintain strong working knowledge of LinkedIn’s products and internal processes and practice customer resolution skills.


• Train support representatives, supervisors and managers through LinkedIn’s inPowerment coaching model to create a “culture” of coaching.

Quality Management

• Translate customer satisfaction and internal quality research findings and subsequent information into actionable improvements for training, coaching or mentoring programs.


• Knowledge and experience with Lean Six Sigma, COPC, SPC, and/or other quality management methodologies a plus.

Core Requirements

• Ability to deliver and drive results with great autonomy / independence.


• Significant experience (5+ years) in one or more of the following areas (or combination of): Training or Program Management, Coaching, Quality Assurance or Quality Management.


• Proven experience in training/coaching/mentoring to success and demonstrated ability to style-flex as needed based on a variety of situations, individuals and audiences with strong soft skills.


• Demonstrated ability to analyze data and processes, derive insights, report insights in clear graphical (PowerPoint) format, and present these insights in compelling fashion to leadership.

Other Requirements

• Fluent in written and conversational English; bilingual or multilingual a strong plus


• Travel may be required up to 10% to LinkedIn sites in Dublin, Bangalore, Singapore, San Francisco, CA and/or Omaha, NE
  

No salary provided



Posted December 12, 2014 at 12:38AM from LinkedIn http://ift.tt/1yYkkUz

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