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Premium Employer

Apple

Compare

4.3

based on 540 Reviews

Video summary

212 Apple Jobs

Trainer, Retail Customer Care

Apple India Pvt Ltd

4.3

based on 540 Reviews

1-5 years

Hyderabad / Secunderabad

1 vacancy

Trainer, Retail Customer Care

Apple

posted 3d ago

Job Role Insights

Flexible timing

Key skills for the job

Software Configuration Management Data Analysis Logistics Retail Training Content Development

+ 1 more

Job Description

In this role, you will work with the learning and quality team (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You are one of the first points of contact for new hires and responsible for facilitating all learning programs in Retail Customer Care. A Trainer ensures the success of training through analysis, reporting and feedback and will also need to maintain extensive knowledge within all lines of business, products and services. They will be also be responsible to design and implement learning programs. This role requires the utilization of learning management systems for registration, administration, delivery and evaluation of training also prepare training facilities, including rooms, equipment and supplies. A Trainer onboards our vendor, which includes facilitating train the trainer, supporting classroom observations, providing facilitation feedback and evaluating our partners. In preparation for classroom delivery, Trainers are to shadow the business, review contacts and attend calibrations to help deepen their expertise across all of RCC. Trainers will also collaborate with regional and worldwide learning team members in content development, content maintenance and developmental projects. In addition, they are also responsible for managing the logistics of the Discovery Center, including but not limited to content curation and worldwide collaboration. A trainer is also responsible for executing on-demand contact reviews and interaction evaluations in accordance to RCC s Quality Standards. They also help to identify knowledge gaps and help to build behaviour-based coaching plans based on qualitative and quantitative insights. They regularly participate in calibration activities and excel at being an expert and aligning the team to the most up-to-date Quality standards.

Minimum Qualifications

Proficient in both Hindi and English
Experience understanding contact centre key metrics and supporting from a training and quality perspective
Excellent presentation and facilitation skills
Ability to assess learning needs and identify performance gaps

Key Qualifications

Preferred Qualifications

Able to apply a variety of learning technologies to address specific learning and performance needs
Ability to work with and influence cross functional business partners to create and achieve strategic quality objectives and goals
Experience defining curriculum strategies and learning plans
Understanding of learning management systems, performance data analysis and reporting tools
Experience designing and developing training content, courses or programs, and training evaluation
Ability to work efficiently under deadline with numerous projects on hand
Strict adherence to company policy on confidential materials