Experienced Learning Specialist for Japanese Language and Culture - Delivering Exceptional Training and Development Programs in a Fast-Paced Customer Service Environment at arenaflex

Introduction to arenaflex and the Industry

arenaflex is a leading global company that prides itself on being the most customer-centric organization on earth. Our mission is to continuously innovate and improve our services to meet the evolving needs of our customers. As a key player in the customer service industry, we recognize the importance of investing in our employees' growth and development to deliver exceptional results. The arenaflex Business Customer Services learning experience team is seeking a highly skilled and experienced Learning Specialist to join our team. As a Learning Specialist, you will play a vital role in boosting the competencies of our customer service associates by developing and conducting effective training programs that align with our company's core values.

Job Scope and Responsibilities

The successful candidate will be responsible for delivering Amazon orientation and new hire training to all job levels, both virtually and in person, as required by the business. You will also design and deliver continuous learning sessions for existing employees to meet and exceed improvement goals. Additionally, you will proactively analyze performance data to identify gaps, propose, and deliver training interventions to meet and exceed improvement goals. Your expertise in Japanese language and culture, as well as your experience in training delivery roles, will be essential in driving the success of our customer service team.

• Deliver arenaflex orientation and new hire training to all job levels (virtually or in person; as the business requires)
• Meet/exceed performance expectations w.r.t new hire training (e.g., Training Yield, customer experience, and AHT performance)
• Design and deliver continuous learning sessions for existing employees to meet/exceed improvement goals
• Proactively analyze performance data to identify gaps, propose, and deliver training interventions to meet/exceed improvement goals
• Gather training needs (via performance data analysis, voice of business, and voice of associates sessions), design, and deliver training interventions to address these needs
• Maintain and report data (e.g., trainee attendance, performance, and analysis, etc.) timely and accurately
• Participate in call listening sessions and quality calibrations to keep abreast of updates and developments
• Take customer contacts every month to keep abreast of latest process updates and changes
• Lead and/or be a team member on improvement projects that are aimed at enhancing business performance

Key Responsibilities

In this role, you will be expected to coordinate training sessions based on site needs, conduct daily sessions with trainees, and track and provide weekly debriefs and reporting to the arenaflex Business Customer Services Leadership Team. You will also document feedback and audit results to help the Leadership Team identify strengths as well as areas of opportunity. Your ability to contribute to additional training projects, understand workflow and daily production goals, and solve problems quickly and productively will be essential in driving the success of our team.

• Coordinate training sessions based on site needs
• Conduct daily sessions with trainees
• Track and provide weekly debriefs and reporting to the arenaflex Business Customer Services Leadership Team
• Document feedback and audit results to help the Leadership Team identify strengths as well as areas of opportunity
• Contribute to additional training projects as required
• Understand workflow and daily production goals
• Solve problems, reacting quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
• Maintain a positive attitude and presence on the floor
• Facilitate and present to groups of up to 30 people in a class
• Act as an effective people manager during mentored production periods during training

Essential and Preferred Qualifications

To be successful in this role, you will need to possess a strong background in Japanese language and culture, with a JLPT N1 certification. You will also need to have at least 2+ years of experience in training delivery roles or similar experience. Your ability to communicate effectively in both Japanese and English, as well as your experience working in a contact center environment, will be highly valued. A Bachelor's degree or significant college coursework in communication, education, or a related field is also preferred.

• Must be an expert in Japanese Language (JLPT N1 Certified) and English Language
• 2+ years of experience in training delivery roles or similar experience
• Flexible to work within a 24/7 x 365 days global team across a variety of time zones
• Good communication skills for the purpose of knowledge transfer and skill development
• Good coordination and organization skills
• Extensive expertise in cultural and soft skills relevant to a contact center environment
• Competent user level of Microsoft Office tools (Word, Excel, and PowerPoint)
• Experience in Customer Service or customer service-related work experience
• Training experience specific to a contact center environment
• Bachelor's degree or significant college coursework in communication, education, or related field
• Experience working with Learning Management Systems (LMS)

Skills and Competencies

To excel in this role, you will need to possess a range of skills and competencies, including excellent communication and interpersonal skills, the ability to work effectively in a team environment, and strong problem-solving and analytical skills. Your ability to adapt to changing circumstances, think critically, and make informed decisions will also be essential in driving the success of our team.

• Excellent communication and interpersonal skills
• Ability to work effectively in a team environment
• Strong problem-solving and analytical skills
• Ability to adapt to changing circumstances
• Critical thinking and decision-making skills
• Ability to maintain a positive attitude and presence on the floor
• Ability to facilitate and present to groups of up to 30 people in a class
• Ability to act as an effective people manager during mentored production periods during training

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Learning Specialist, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service. You will also have access to a range of training and development programs, including leadership development, communication skills, and technical skills training. Our goal is to help you achieve your career goals and reach your full potential.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that is committed to innovation and excellence. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we strive to create a workplace where everyone feels valued and supported. We believe in empowering our employees to take ownership of their work and to make decisions that align with our company's mission and values.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes a range of benefits, including medical, financial, and other benefits. Our compensation reflects the cost of labor across several US geographic markets, and we offer a range of perks and benefits to support our employees' well-being and career development. For more information, please visit our website.

Conclusion

If you are a motivated and experienced Learning Specialist who is passionate about delivering exceptional training and development programs, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to creating a workplace where everyone feels valued and supported, and we believe that our employees are our greatest asset. Join our team and help us achieve our mission of being the most customer-centric company on earth.