Learning Specialist

We are seeking a Learning Specialist to join our dynamic team at Aspire Lifestyles.

In this role, you will play a pivotal part in developing and delivering educational programs that enhance our employees' skills and knowledge, ultimately contributing to our commitment to excellence in customer service.

Responsibilities

The Learning Specialist will be responsible for delivering high quality training and coaching tailored to the needs of the Concierge Team members and to meet the expectations of clients. This will include:

• New hire training
• Specialty and ongoing training
• Development of training materials
• Identifying areas of improvement to enhance the quality of service
• Provide post training on-the-floor support for new hires
  
  

This position includes the coordination and organization of all training related components- scheduling, curriculum development, training manual development and delivering training Concierges.

In addition, this person will be responsible for assessing new concierge call center client training, completing train the trainer sessions, and developing new content for concierge client programs.

Key Responsibilities

• Lead in the design, development and implementation of engaging training programs that meet the needs of the organization and its employees.
• Create and/or update training curriculum and manuals within our Aspire Learning Center and LMS Platform.
• Assist in developing new training content or updating subject matter for service delivery best practices
• Lead training session facilitation using diverse methods and techniques, incorporating key fundamentals of adult learning principles.
• Define, implement, measure and monitor the success of training
• Work closely with client services to understand new client implementations and existing client changes and administer training classes
• Attend “Train the Trainer” sessions onsite with clients
• Work with the Quality Analyst to develop training/coaching based on current call and email trends
• High end service delivery orientation
  
  

Other Duties

• To abide by and uphold all Aspire Lifestyles policies and procedures.
• To work flexible hours as appropriate to meet the needs of the position.
• To provide Training services from other locations as and when required.
• To carry out any other reasonable duties as requested by the line manager and other management team members.
  
  

Job Profile

Commitment to Serve

• Driven by a passion for delivering outstanding customer service.
• Delivers exceptional training with a positive attitude, ensuring personal issues do not impact work performance.
• Demonstrates strong ability to manage multiple requests and training tasks simultaneously.
• Addresses learner issues promptly and professionally.
• Actively seeks and listens to learner feedback to drive ongoing improvements.
• Receptive to feedback and collaborates with the manager to continuously enhance training skills
• Establishes and maintains credibility and trust with learners and internal partners by consistently delivering extraordinary training experiences.
• Possesses a strong interest and expertise in Concierge, Travel, and Lifestyle services.
  
  

Technology

• Demonstrates intermediate-to-advanced expertise in Microsoft Word, Excel, PowerPoint, Outlook, Google, and other commonly used business software and online tools.
• Possesses comprehensive knowledge of training content curriculum tools and Learning Management Systems (LMS).
  
  

Communication

• Articulates information and concepts clearly and logically, both verbally and in writing.
• Maintains an open, approachable, and objective communication style
• Demonstrates strong ability to communicate effectively with diverse audiences.
  
  

Problem Solving

• Demonstrates insight and creativity in developing appropriate solutions to meet business and learner needs.
• Quickly and easily gathers necessary facts, information, and knowledge to solve problems effectively.
• Maintains a calm, logical, and professional demeanor at all times.
• Efficiently locates and utilizes relevant information.
  
  

Drive for Results

• Shows unwavering dedication to achieving both individual and departmental objectives, regardless of obstacles.
• Focuses on delivering high-quality, performance-driven outcomes.
• Actively seeks feedback to enhance performance and drive ongoing improvement.
• Exhibits a strong sense of responsibility and accountability in all tasks.
  
  

Business Focus

• Demonstrates a clear understanding of the company’s business objectives.
• Actively seeks ways to minimize costs while maximizing service quality.
• Continuously looks for opportunities to enhance processes and procedures.
• Engages in business projects as directed by management.
  
  

Teamwork and Collaboration

• Consistently maintains a positive outlook toward work and colleagues.
• Focuses on fostering strong relationships with peers and management, both locally and globally.
• Excels in a team environment and demonstrates a highly collaborative work ethic.
  
  

Developing and Coaching

• Actively pursues the development of skills, knowledge, and interests to improve performance and enrich the learner experience.
• Welcomes constructive feedback from management and peers, and integrates recommendations, advice, and guidance effectively.
  
  

Leadership

• Understands the dynamic nature of business and effectively manages change.
• Maintains a high standard of professionalism, even in the face of difficulties and challenges.
• Embraces opportunities to share expertise and insights with team members, both locally and globally.
  
  

Required Work Experience And Knowledge

• Bachelor’s degree preferred
• 1-3 years training and development experience
• Experience with Learning Management systems
• Certified as a trainer with ASTD or other organization, or similar course work completion equivalent preferred
• Training Content (curriculum) Development skills are preferred
• Proficient in Microsoft Office as well as curriculum development software programs
• Demonstrated proficiency for learning and teaching internet based programs
• Ability to learn new technical programs quickly and efficiently
• Remote working and training environment experience preferred
• Supervisory experience preferred
• Call Center, Concierge, or equivalent experience preferred
• Ability to work a flexible schedule to include nights, weekends, and some travel as required
• Excellent verbal and written communication skills
• Understanding of how to deliver remarkable customer service
• Ability to effectively communicate policies and procedures
• Demonstrated diplomacy skills
• Extremely detail oriented and able to meet deadlines
• Highly self-motivated and able to work independently
• Able to successfully pass a credit, criminal and employment reference security check
• If a current team member, must meet minimum performance KPI’s for the last three months
  
  

Required Languages

• English written and verbal skills
  
  

Travel / Schedule / Rotation Requirements

• Only if required for learning and development purposes and/or as required
  
  

Aspire Lifestyles is committed to ensuring accessibility for all persons and to providing excellence in serving all customers. Accommodations are available on request for candidates taking part in all aspects of the selection process.