Trainer - Apple Online Store (Temp. and Perm.)

Overview:



A new opportunity has arisen within the Apple Online Store training team for a new trainer. This is an exciting opportunity to work with all teams within the Apple Online Store team.



This is a very visible role within the Apple Online Store area and will suit a dynamic, energetic individual, who can demonstrate expertise and skills in the following areas:



-Excellent communication skills, a positive and professional attitude.

-Proven ability to learn complex systems and process information.

-Good record in providing excellent customer care and achieving statistical targets.

-Flexibility, adaptability and proven ability to work under pressure.

-An understanding of the training cycle (training needs analysis, determination and design of training content,delivery and support of same, and evaluation/validation of effectiveness) is essential.

-Creating opportunities for learning and development outside the traditional classroom environment.

-Build relationship between between internal customer groups (coaches, business managers, agent).





Responsibilities:



-To identify on-going specific training needs within the Apple Online Store Sales, Service & back office teams and to effectively address these needs as they arise.

-Delivery of Apple Online Store Sales, Service & back office New Agent Training (NAT), including regionalization of materials where required.

-To participate in training meetings and to proactively plan and develop training schemes and materials.

-To liaise with Contact Centre and Department Managers to ensure the programs you are designing are meeting business needs and adding value to the Apple Online Store organization.

-To evaluate all training delivered and to maintain accurate records of same.

-To liaise with the Apple Online Store’s outsource vendors (OSVs) in the delivery and evaluation of training material.

-To maintain up to date training materials, facilitator guides and process knowledge at all times.

-To work with training colleagues in other regions to meet globally agreed training goals and objectives.

-To provide a positive and enthusiastic approach to work and the work environment at all times.

-To provide a motivating environment for learning.

-To maintain a professional image and attitude at all times.

-Ad hoc duties, seen as necessary by business owners and the training organization.





Skills & Experience:



-Previous training/teaching/coaching experience is a pre-requisite for this role.

-Relevant third-level qualification an advantage.

-Fluency in English is essential.