Experienced Senior Learning Specialist – Leadership Development and Training Delivery for Exceptional Customer Service at Blithequark

Join the Blithequark Team: Shaping the Future of Customer Service Excellence

Blithequark is a pioneering organization dedicated to delivering outstanding customer experiences across the globe. Our Customer Service team is at the heart of everything we do, and we're seeking a highly skilled and innovative Senior Learning Specialist to lead our Learning Delivery team. As a Senior Learning Specialist at Blithequark, you will play a pivotal role in designing, delivering, and evaluating training programs that empower our customer support associates to provide world-class service.

About Blithequark and Our Industry

Blithequark operates in a dynamic and fast-paced industry where customer satisfaction and loyalty are paramount. Our organization is built on a foundation of strong values, including a commitment to excellence, integrity, and teamwork. We're dedicated to fostering a culture of continuous learning and improvement, and our Learning Delivery team is instrumental in driving this mission forward.

Job Summary

We're looking for an exceptional Senior Learning Specialist to lead and support a team of up to 30 Customer Support Associates. As a Senior Learning Specialist, you will be responsible for creating an optimal adult learning environment that encourages long-term success. You will deliver programs of diverse modalities, including self-directed, instructor-led, virtual, and experiential learning. Your expertise in using quantitative and qualitative data to identify training and coaching needs will be invaluable in driving initiatives and programs that continuously improve the training experience.

Key Responsibilities

• Supervise structured learning metrics and oversee results for the assigned territory and region, ensuring that learning objectives are met and exceeded.
• Manage live performance metrics end-to-end for the assigned territory, identifying areas for improvement and implementing strategies to drive success.
• Conduct learning sessions on new processes and deliver various training courses, including continuous learning, new hire batches, and transfer batches.
• Maintain data and analysis through reports on Excel, providing insights that inform business decisions and drive learning initiatives.
• Ensure completion of new hire training programs, coaching, and other performance improvement programs on time, ensuring that associates are equipped to provide exceptional service.
• Partner with operational stakeholders as a key point of contact for the Learning Experience team, ensuring that learning initiatives align with business objectives.
• Identify and certify learning coaches, developing a pipeline of skilled professionals who can support learning initiatives.
• Lead individual improvement projects to enhance business performance, driving initiatives that improve customer satisfaction and loyalty.
• Drive Quality & Learning metrics, ensuring that learning initiatives are effective and impactful.
• Conduct Chime sessions and classroom sessions to stakeholders, providing updates on learning initiatives and best practices.

Requirements and Qualifications

Essential Qualifications:

• 2+ years of experience in training delivery roles, with a proven track record of success in designing and delivering effective learning programs.
• 1 year of experience in Customer Service or customer service-related work experience, with a deep understanding of customer needs and expectations.
• Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software.
• Highly accurate and fluent in Japanese and English, with excellent written and verbal communication skills.
• Flexible to work within a 24/7 x 365 days global team across a variety of time zones, with a willingness to adapt to changing business needs.
• Knowledge of adult learning, content design, and facilitation, with a deep understanding of how adults learn and retain information.

Preferred Qualifications:

• Experience as a trainer, corporate training specialist, or related position, with a proven track record of success in designing and delivering effective learning programs.
• Project management skills, with the ability to supervise multiple projects and prioritize tasks effectively.
• Strong ability to multi-task, with excellent organizational and time management skills.

What We Offer

At Blithequark, we're committed to providing an exceptional work environment that supports the growth and development of our associates. Here are just a few benefits and perks we offer:

• Competitive compensation and benefits package, with opportunities for bonuses and professional growth.
• Opportunities for career advancement, with a clear path for growth and development within the organization.
• Collaborative and dynamic work environment, with a team of passionate and dedicated professionals.
• Flexible work arrangements, including remote work options and flexible hours.
• Professional development opportunities, including training and development programs, mentorship, and coaching.

Why Join Blithequark?

At Blithequark, we're passionate about delivering exceptional customer experiences and making a positive impact on our communities. Here are just a few reasons why you might want to join our team:

• Make a difference in the lives of our customers, providing exceptional service and support.
• Grow and develop your skills and expertise, with opportunities for career advancement and professional growth.
• Be part of a dynamic team, with a collaborative and supportive work environment.
• Enjoy a flexible work environment, with opportunities for remote work and flexible hours.

How to Apply

If you're a motivated and experienced learning professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience.

We look forward to hearing from you and exploring how you can contribute to our team!