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Training Analyst
American Eagle Outfitters
Pittsburgh, PA, United States
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The Training Analyst - Customer Care is responsible for educating contact centers and internal customer care teams on the AEO, Inc. brand in order to provide best-in-class customer service. Support and administer all aspects of Global Customer Care training on brand, policy, procedures and operations. Provide training and create materials, ensuring a great, consistent customer experience.
RESPONSIBILITIES:
• Train internal and external contact center partners on brand & product, policy & procedure, and operations
• Create and maintain training curriculum
• Partner with internal teams to collect training content
• Collaborate with business partners to ensure curriculum is relevant and incorporates best practices to drive consistent execution
• Analyze and evaluate training needs to formulate learning systems and performance improvement solutions
• Monitor and evaluate the effectiveness of the curriculum by creating and implementing measures with Customer Care leaders to track outcomes and to ensure alignment with company objectives
• Write and maintain Customer Care training manual and communicate appropriately
• Educate contact centers and internal customer care teams on AEO, Inc. brand in order to provide best-in-class customer service
• Work with contact centers to ensure they are using proper training materials
• Partner with quality and reporting and forecasting teams to understand like issues from customer calls and create content if needed to train for handling these issues
• Create training materials and training timelines for internal and third party contact center
• Deploy content through LMS module or content management system through BPO contact center
• Cater training and analytics based on insights from quality team
• Create and maintain partnerships with internal cross-functional partners, including Store Operations, Merchandising, etc.
• Additional responsibilities as assigned
QUALIFICATIONS:
• Bachelor’s Degree in Business Administration, or related field
• 3+ years’ experience in specialty retail, customer service and/or training
• Experience creating training and content materials
• Strong analytical prioritizing , interpersonal, problem-solving, organizational and presentations skills
• Ability to work with and influence peers and senior management
• Excellent verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines and reporting
• Travel is required
American Eagle Outfitters is an Equal Opportunity Employer