Sr. Training Strategist

Position Summary

• Partner internally and externally to design impactful engaging and scalable face-to-face online and virtual learning solutions to address training needs; design online learning templates and standards for our internal Samsung Contact Center agents Partner cross-functionally with varying groups across the organization such as Marketing Sales and Support operations teams to understand product road maps and to define current and future training needs
• Ensure new hires undertake mandatory trainings and track performance for up to six-to twelve months
• Exceptional facilitation interpersonal and communication skills Act as point of contact and subject matter expert representing the content creation team. Works closely with the Product Managers and Go-to-Market teams to manage the content lifecycle and provide ongoing refresher content
• Recommend program design improvements and refinements where needed for all product launch including pre/post product life cycle
• Implement sustainable curriculum architectures to create an engaging learner experience target appropriate audiences with focused learning and create logistical and process efficiencies including working within an LMS
• Mapping out training plans and schedules designing and developing training programs for Contact Center Agents
• Manage agent performance via e-learning course completion agent survey feedback and KPI analysis to assess effective of training and drive process improvement
• Partner with and provide support and training content for various lines of business within the Samsung product portfolio
• Design online learning evaluation metrics to help measure learning impact and program success; recommend program design improvements and refinements where needed
• Comfort in working with a remote team in a virtual environment

Skills and Qualifications

• Bachelors degree or equivalent work experience of Instructional Design Training facilitation experience supporting Customer Service or Sales preferable within a call center environment
• 5 years of professional experience with an emphasis in content creation and facilitation role within a contact center/call center environment
• Project and product management skills and expertise ideally working with the content/learning management systems and development teams
• Knowledge of innovative training modalities that support on-site and remote learning functionalities and technologies i.e. gamification and experiential
• Tuned in to customer needs; customer-oriented with a drive to think outside of the box
• Exceptional analytical skills
• Ability to process a high-level information to identify and solve issues that impact our business
• Meticulous grammar and an eye for catching and fixing mistakes
• The ability to simplify complex concepts into easy-to-read concise content
• Comfortable working in a fast-paced environment taking the initiative prioritizing multiple projects and working under tight time-frames to meet deadlines
• People leadership preferred

Preferred Qualifications

• Excellent verbal and written communication skills
• Results driven strategic thinker; someone who can think about a product holistically to identify and prioritize key opportunities and implement change expediently.
• Ability to think critically and creatively
• Imagination and creativity; open-minded and independent thinker with exceptional customer empathy
• Client service driven with excellent relationship management skills
• Ability to effectively engage with and present to all levels of management
• Ability to facilitate collaboration with diverse groups/stakeholders
• Team oriented but able to work independently and manage multiple tasks
• Self-directed self-motivated and results-oriented
• Excellent written verbal and interpersonal skills to interact with internal and external contacts
• People leadership preferred
• Exceptional skills in Microsoft Office including Excel PowerPoint and Word

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Life @ Samsung - @ Samsung - full-time employees (salaried or hourly) have access to benefits including: Medical Dental Vision Life Insurance 401(k) Employee Purchase Program Tuition Assistance (after 6 months) Paid Time Off Student Loan Program (after 6 months) Wellness Incentives and many more. In addition regular full-time employees (salaried or hourly) are eligible for MBO bonus compensation based on company division and individual performance.

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