What are the responsibilities and job description for the Training & Development Specialist position at Hard Rock Digital?
What we are building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?
What's the position?
Our Training & Development Specialist sits within our Customer Operations team, reporting to the Operational Development Manager.
The Training & Development Specialist owns the delivery of training to our customer operations team members. They are responsible for delivering learning via classroom instruction for new hires and tenured employees. A primary focus of training is the initial/onboarding training of new team members in all our locations followed by training on product updates, knowledge refreshers, quality, and soft skills training for tenured employees. You will be delivering training in face-to-face and virtual environments. Training schedules will vary based on the audience and the ability to work nights and weekends is a must.
Responsibilities:
- Deliver regular onboarding training to new starter cohorts
- Facilitate and deliver training sessions, develop appropriate objectives, and ensure customer satisfaction
- Manage the classroom environment, analyze results, and identify gaps in training
- Contribute to the overall success of the T&D team and Operations team by identifying ways to continuously improve the learning process
- Be a champion of learning and foster a learning culture
- Maintain documentation and records related to training classes and trainee performance
- Work with the content team to ensure training materials are up to date
- Transform knowledge base content into training materials
- Monitor all customers issues and provide training to resolve them
- Coordinate with operations teams and provide optimal levels of customer services and recommend best practices
- Provide floor support and Nesting support as needed
- Deliver train the trainer courses with the team
- Deliver training in face-to-face and virtual environments
- Motivate, inspire, and maintain high morale in self and others
What we are looking for?
- Minimum of 5 years experience in customer services and 3 years in a trainer position
- Previous experience within a call center environment
- Experience delivering training in both a face-to-face and virtual environment
- Strong understanding of adult learning principles and theories
- Exceptional facilitation, presentation, and listening skills
- Engaging & fun delivery/facilitator style that inspires others to learn
- Excellent organization and prioritization skills
- Excited and motivated by change, multi-tasking, and working within a fast-paced environment
- Strong communicator, able to influence at all levels
- Superb interpersonal skills and ability to establish rapport quickly
- Keen to succeed and passionate about people development
- Attention to detail
- Fluency in English
- Willing to traveling
- Ability to work nights, weekends, and holidays
Desirable Skills & Experience
- Expert in building and delivering detailed and comprehensive training documentation
- Ability to address areas of underperformance with a structured plan
What's in it for you?
We offer our employees more than just competitive compensation. Our team benefits include:
- Competitive pay and benefits
- Flexible vacation allowance
- Startup culture backed by a secure, global brand
Roster of Uniques
We care deeply about every interaction our customers have with us, and trust and empower our staff to own and drive their experience. Our vision for our business and customers is built on fostering a diverse and inclusive work environment where regardless of background or beliefs you feel able to be authentic and bring all your talent into play. We want to celebrate you being you (we are an equal opportunities employer)
