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Learning Solutions Specialist for HelpFlow (Full V

  • HelpFlow
  • Full time
  • Philippines
  • 22/07/2021

We provide live chat agents for nearly 100 websites. We have a driven team of agents until Senior Managers that aim to deliver a great experience for our clients and customers. From our humble beginning in 2014 with a team of 3 - we are now 50 strong and still growing!

We are hiring a Learning Solutions Specialists (Full time AND Part-time) who will help us in our learning initiatives which include but not limited to new hire training, refreshers and continuous education.

Please read and understand the job requirements before submitting your application.

Miscellaneous info about the role:

  • Initially part time of 20 hours per week but will grow to full time (40 hrs per week)
  • Reports to Learning Solutions Manager
  • Salary TBD based on experience, but we've identified market rate for a role like this. Our target hire will be someone who is a tenured Trainer/ Learning Specialist with a good grasp and understanding of the adult learning principles.
  • You'll work virtually from home, during US business hours and on a shifting schedule.
  • Philippines based candidates only


Basic Job Function:

Primarily the role is responsible for training and supervising newly on boarded employees from the start of training until the end of nesting. Second, the Learning Specialist will also take the lead in preparing and training delivery of new clients following our on boarding protocols. Third, the Learning Specialist will also engage in refresher training and continuous education of existing agents through a TNA. Lastly, work closely with the LSM and LS team to execute tasks and deliver reports required including ad hoc or administrative tasks assigned to him/ her. He/she should lead by example by maintaining his/her own scorecard and meeting or exceeding minimum set standards at all times.

Requirements

Your minimum qualifications to be successful in this role:

  • Familiar with Adult learning principles
  • Excellent in written and oral communication skills
  • Excellent listening and comprehension skills
  • Problem Solving skills
  • Ability to prioritize tasks manage time effectively to meet deadlines
  • Minimum of 2 year as an SME/Trainer or working in the same capacity

  • REQUIRED VIRTUAL OFFICE SETUP:
    • Stable high speed internet connection (mobile internet not recommended)
    • Laptop or PC that can handle work tools ( Recommended: Quad Core CPU >2.5Ghz, RAM: 8GB, HDD/SSD: 1TB + OS installed in an SSD 128GB)
    • Headset with mic and webcam for client and team meetings
    • Quiet and distraction free workplace
  • RECOMMENDED BUT NOT REQUIRED: Knowledge and experience with e-Commerce. You understand how an e-Commerce business works and how they use website live chat to become more successful.

Primary Responsibilities - role based competencies and skill sets:

  • Develop and implement training programs for agents and support personnel
  • Support the Operations team by providing development refresher and up-training
  • Handle new hire/ on boarding/ up skill/ refresher training
  • Assist with identifying solutions for the training & development of people through a variety of learning methods including mentoring & coaching
  • Develop evaluation and validation methods to collect and interpret data, analyzing training needs and training program effectiveness

Culture Fit

1. Willingness and ability to learn and apply new concepts quickly (i.e. see a quick video, ask a question or two, and then use a new process reliably within just a few tries)

2. Independent “reach the goal” mindset (i.e. can understand the end goal and starting point, and pursue the goal using your own critical thinking abilities)

3. Desire to improve self and team (i.e. identifies areas of improvement, suggestions improvements, takes ownership to pursue improvement, etc.)

Skills

  • Excellent written and verbal communication skills
  • Strong technical and troubleshooting skills and flexible to changes
  • Strong facilitation, problem solving, research and decision-making skills
  • Strong organizational and time management skills with the ability to plan and prioritize
  • Strong interpersonal skills
  • Strong background and understanding of training processes and practices for adult learners

Benefits

  • Full virtual work. Only travel we do is for vacations and team buildings. ;)
  • Pay is weekly
  • Other benefits to be discussed during the interview


*PLEASE COMPLETE ALL REQUIREMENTS (Video recording, etc) IN THE APPLICATION PROCESS AS THIS SAVES BOTH OF US TIME IN DETERMINING IF WE ARE A MATCH

*Incomplete Applications are automatically declined by our system

About HelpFlow

Helpflow provides a done for you Live Chat Service for eCommerce stores. We chat with the website visitors on our customers’ websites and answer their questions, which ultimately leads to significant increases in online sales for our customers. We are a startup, b...

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