CS Training Specialist [A], C2S2 Training Delivery VCS MEX

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon Associates will deliver world-class service to our customers.

Amazon is looking for a Training Specialist based in Mexico (Virtual) with strong communication and facilitation skills, as well as experience leading groups and projects in a fast-paced environment. The Training Specialist will lead and support a group of Customer Service Associates (CSAs), having as a number one priority to provide an exceptional training experience.

The successful CS Training Specialist will:
- Create an optimal adult learning environment (both in person and virtually) that encourages long term success.
- Be responsible for the coaching, development, performance and engagement of their Associates.
- Deliver programs of diverse modalities that include but are not limited to, self-directed, instructor led, remote, and experiential learning.
- Show expertise in the use of quantitative and qualitative data to identify training and coaching needs.
- Have strong preparation, organization, time management, public speaking and classroom management skills.
- Demonstrate to be a clever communicator by utilizing the most effective training techniques to engage Associates and manage learning sessions.
- Demonstrate to be a leader in driving initiatives and programs that continuously improve the training experience.
- Be an approachable leader and engage with their people individually to understand how to most effectively coach and motivate them, in addition to invest time in developing their people.
- Build a work environment where associates are empowered and feel a positive sense of achievement about their role in delivering world class service.
- Take care of all elements of the associates’ satisfaction at work, including communication and management of their scheduling, payroll, and take action on emerging issues and risks in their team.
- Show expertise in articulating Amazon's mission and a deep understanding in the expectations of the Amazon Contact Tenets and Leadership Principles.
- Ensure people understand the importance of their role and how it supports the Amazon flywheel.

Key job responsibilities
Create high performing CSAs through strong people leadership.
- Support and nurture a culture of ownership, engagement
- Help CSAs understand the performance bar and support them in achieving their goals.
- Maintain a positive communication and understand how to have tough conversations when necessary.
- Know and communicate Amazon's mission, vision and strategy.
- Effectively manage classroom environments
- Maintain a high level of professionalism and approachability.
- Drive team engagement and performance through survey, feedback results and insights.
- Provide feedback and coaching to all outside facilitators.

Support CS quality and capacity needs.
- Act as a role model for exceptional contact handling.
- Help Amazon CSAs understand the performance bar and provide support
- Balance teaching within given (PTL) targets while maintaining high retention, on time graduation and CSA performance.

Gemba continuously.
- Constantly look for opportunities to go and see the actual process, understand the work, learn, and be curious.
- Raise the bar for the CSA experience through process improvement initiatives
Create and maintain a high-quality learning environment.
- Stay up to date on changes to business processes and policies, updating training as needed.
- Report any errors in the training content for correction.

We are open to hiring candidates to work out of one of the following locations:

Virtual Location - MEX

- Current permanent Amazon employee.
- High school diploma.
- Bilingual (advanced Spanish and English, spoken and written).
- 3+ months of previous experience as a Training Specialist, Training Assistant or Team Manager.
- Proven knowledge of coaching and development techniques.
- Demonstrated experience developing training material, job aids and online tutorials.
- Proficient in developing spreadsheets (Excel preferred), word processing, and e-mail.
- Availability to work full-time hours and a flexible shift (including nights, weekend and overtime) with short notice.
- Knowledge of adult learning and training practices.
- Ability to carefully analyze data sets, identify issues, and recommend solutions.
- Site leader approval if you are outside Consumer.

All requirements above are non-negotiable. Please, confirm that your resume is updated prior to submitting your job application.