Training Delivery Specialist, Customer Care

About Us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in Canada in 2006 with our headquarters in the heart of Toronto, where we’ve been recognized as one of the top employers to work for. In recent years, we’ve expanded our reach and grown exponentially across many teams, from digital and direct, to field sales, and our growing number of Dyson Demo stores.

At Dyson, we sell by demonstrating. Our Experts, Stylists and Retail Strategy and Operations team are Dyson advocates who know our technology inside out and are excited by it. They are the face of Dyson, connecting our world-leading and pioneering technology with shoppers and owners.

About The Role

The Training Delivery Experience – Contact Center is a dynamic, highly organized individual who can help drive and centralize the technical training process across the insourced and outsourced Contact Center staff. This role will support these functions to help ensure iconic customer experience culture driving core capabilities to provide support, troubleshooting and driving sales and conversion.

Key Responsibilities And Accountabilities

In this role, you will have the following core responsibilities

Accountable for Training Delivery of Contact Center staff

• Executes hands on training curriculum (both virtually and in person) and on-going development initiatives both virtually and hands on across insourced and 3rd party Contact Center staff.
• Communicate training, cross-training and continuing education opportunities to Training Development staff
• Conducts ongoing training and refreshers of internal Contact Center personnel
• Accountable for successful onboarding of insourced Contact Center personnel

Provides feedback and input to training content developed

• Play a proactive leadership role alongside our Contact Center leadership teams to assist with development and feedback regarding prepared training materials

Validates the retention of training knowledge

• Evaluate training results, review customer service contact interactions, identify training gaps and drive discussions for continuous improvement.

Coordinate Training Logistics

• Submit Weekly reports on Contact Center Trainings and all related tasks
• Maintain tracking system to ensure accurate employee training records, track training needs, and collect evaluation
• Provide timely submission of travel itinerary information and company expense reporting when travel is required
• Logistically plans for training and coordinates schedules

Evaluate and Measure the overall success of training

• Accountable for the audit and monitoring of 3rd party training personnel, holding 3rd party training facilitators accountable to defined training standards.
• Improve training effectiveness through the analysis production metrics, and additional mentoring when needed during training as well as post-training follow up, especially with new hires in the first week of production

Cross-Functional Collaboration and Support

• Represent the Contact Center Team when Technical training is needed by other internal departments
• Support and collaborate with Repair Experience on any training needs as they become relevant

Identification and Escalation of Customer Service Knowledge Issues

• Capture and report any emerging Customer Service issues

About You

Core Skills and Competencies

• Experience delivering Virtual and E-learning materials
• Strong communication skills, both written and verbal
• Clear understanding of service operations and processes
• Previous experience in remote Customer Service operations environment preferred
• Self-motivator with strong ability to work independently/remote required
• Ability to understand the Dyson brand and uphold its integrity
• Exceptional team player.
• Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills required
• Excellent organizational ability.
• Proficiency in Microsoft Office Suite required

Qualifications And Experience

• High level of customer service orientation required—a desire to help or serve others, to identify and meet their needs
• Experience in position with moderate travel requirements preferred
• Proven ability to build and maintain strong relationships with people at all levels of a business
• Developed problem solving skills and the ability to focus attention on details
• Ability to evaluate employees and coach/develop to standard
• Proven flexibility in order to manage last minute training requests or changes

Benefits

Dyson FT Benefits

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.