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Learning Specialist RalphLauren.com | Ralph Lauren.com | High Point, NC
Polo Ralph Lauren Corporation is a leader in the design, marketing and
distribution of premium lifestyle products in four categories: Apparel,
home, accessories and fragrances. For more than 40 years, Polo's
reputation and distinctive image have been consistently developed across
an expanding number of products, brands and international markets.
Purpose and Scope:
The Contact Center Learning Specialist will work under the direction of
the Contact Center Manager of Training and in collaboration with
frontline Management and designated Subject Matter Experts. This
professional will design, develop/update, and deliver varied learner
materials to frontline Associates for new-hire, refresher,
informational, or career development purposes. He/she will conduct
learner and program evaluations to measure the effectiveness of training
programs and make appropriate enhancements. Strong instructional design,
course development, and delivery skills within an inbound Contact Center
environment are required. This person must possess - by experience or
education - sensibilities related to user analysis; course structure,
content treatment, organization, sequencing, and outlining; objective
writing; and media selection. The ability to deliver creative,
memorable, and meaningful instruction to adult learners within a
professional and exciting environment is also required.
Responsibilities to include but not limited to:
1. Under the direction of the Contact Center Manager of Training, assess
new-hire/ ongoing learning and performance needs of frontline
Associates; design/develop appropriate learning and performance support
solutions from the 'ground up.'
- Collaborate with SMEs to validate business needs, objectives, content
treatment, etc.
- Determine the best approaches, media, and format.
- Adhere to RalphLauren.com standards and instructional methodology.
- Based on quality assurance, modify/edit instructional materials.
2. Based on RalphLauren.com business needs, create varied learner
and informational materials related to any of the following:
- Job processes associated with customer transactions
- Use of RalphLauren.com systems
- Human skills and customer interactions
- New products or services
- PRL programs or new business initiatives
- Associate self-development
3. As part of RalphLauren.com's instructional design and development
process, prepare and gain apporval on any of the following:
- Course outlines and 'approach documents' (objectives, content
topics, etc.)
- PowerPoint presentations (including instructor notes) via
standardized and approved templates
- Learner handouts, exercises, scenarios, role-plays, simulations,
etc.
- Learner and program assessments
- Online documentation, job aids, etc.
- eLearning materials
4. As assigned and appropriate, deliver classroom training to a
designated learning audience.
- Set up and maintain a class schedule for learners and courses.
- Set up the training room; coordinate the use of equipment, materials,
etc.
- Adhere to the approved 'training checklist' to assure that required
activities are completed both before and during class.
- Facilitate the use of both human and alternative media resources in the
presentation of these classes.
- As relevant, provide feedback to new hires on their performance
throughout training; determine a mechanism for identifying low
performers and reporting performance to Contact Center Management.
5. As requested, collaborate with the Contact Center Manager of
Training, Contact Center Team Managers, and Quality staff in elevating
the performance of low-achieving Associates via appropirate
interventions.
6. As apporpriate, become competent in the use of E-learning tools and
other alternative-media.
7. Participate in meetings with Contact Center Management, the Senior
Manager of Training, the Contact Center Manager of Training, Learning
Specialists, Communications Coordinator, Quality staff, Associates,
etc., for information and communication purposes.
8. Participate in training development projects and initiatives across
the Contact Center as requested and assigned by the Contact Center
Manager of Training.
9. Listen to customer calls on a weekly basis; attend 'quality'
calibration sessions.
10. Perform additional duties as necessary and as assigned.
PRIMARY INTERACTIONS
Frequent interaction with Contact Center Management, Associates, the
Senior Manager of Training, the Contact Center Manager of Training,
Learning Specialists, Communications Coordinator, Quality staff, and
other High Point staff for cross-communication and timely resolution of
issues.
JOB REQUIREMENTS, EXPERIENCE, AND QUALIFICATIONS
1. Must have demonstrated expertise in the creative design, development,
and delivery of non-technical training to an adult audience within a
Customer Service/Contact Center environment for both transactional and
human skills. (Samples required)
2. Must be learner-focused, with the ability to develop targeted
materials based on learner preferences, characteristics, competencies,
etc.
3. Must possess strong instructional design abilities - via experience
or education -especially related to needs assessment and customized
development for varied learners; knowledge of a performance-based
instructional methodology is preferred.
4. Must be able to articulate and demonsrate an
instructional/informational design methodology.
5. Must be knowledgeable of key Contact Center concepts and practices,
including: systems, call routing, contact channels, types of customer
transactions, workforce management, reporting, performance measurements,
quality initiatives, coaching and mentoring, staff development, and the
unique demands of frontline staff.
6. Must have superior writing skills related to informational and
instructional material, including the ability to present content in a
non-paragraph and linear way; a terrific sense of graphic design is a
plus.
7. Must be a high-performing and facile PC user and an expert in the
Windows Office Suite (specifically PowerPoint™ and Word™).
8. Must possess solid classroom delivery skills related to motivating
and capturing the attention of adult learners within a Contact Center
environment; must display high energy, confidence, a sense of fun, and
the desire to provide a unique and memorable learning experience.
(Presentation required)
9. Must be aware of and knowledgeable in the latest training and
performance trends, including alternative media and approaches; must be
able to articulate this knowledge.
10. Must be task-, team-, and deadline-oriented; must be a team player.
11. Must have demonstrated experience in communicating effectively with
all levels of Management and Associates.
WORK CONDITIONS
1. Must have ability to work varied hours as business needs change.
2. Must pass color deficiency test.
3. Must have dexterity of hands and fingers to operate a computer
keyboard, mouse, and other computer components.
4. Must be able to sit, stand, and walk for extended periods of time.
Polo Ralph Lauren is an equal opportunity employer. We offer dynamic
career opportunities with growth potential and a generous company
discount
To apply for this position, please copy and paste the following link
into your browser address bar:
http://poloralphlauren.contacthr.com/18714128
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