Learning and Development Trainer
Who We Are:
Vivid Seats is the fastest-growing online marketplace for sports, theatre, and concert tickets. We are dedicated to providing our customers with the best ticket buying experience in the industry. We offer the perks, culture, and opportunity of an entrepreneurial start-up, supported by the scale, stability, and resources of over a decade of profitable growth.
At Vivid Seats, you won't ever be a sub or sitting on the bench — we'll give you the opportunity to carry the rock or grab the mic starting day one.
If you enjoy continually looking for ways to make an impact on your team, organization, and industry, we’d like to hear from you.
Job Description:
Our team is seeking a high performing Trainer to own the delivery and development of new hire training and create continuous learning opportunities for the team in our call center.
With the use of several training techniques, the Trainer will create a dynamic and interactive classroom training environment which not only provides employees with the skills they need to succeed in their roles, but also inspires a learning culture throughout the organization.
When not facilitating classroom training, the Trainer will be responsible for reviewing performance trends on team and developing new training content which enables employees to be more success in their current and future roles at Vivid Seats. The Trainer should also be highly skilled in building relationships across the business and working with all levels of the organization.
Responsibilities:
- Lead and facilitate new hire and ongoing training classes for contact center team members including, but not limited to Customer Service, Sales and Online Support
- Engage training and skills development classes in a way that enhances learning and knowledge retention
- Develop and administer knowledge assessment testing
- Interact regularly with Operations Leadership to get feedback on agent success beyond training to analyze and assess training and development needs
- Provide reporting on effectiveness, progress, improvements
- Collaborate with Subject Matter Experts (SMEs) on training content accuracy
- Use the most effective and appropriate instructional methods / materials for each specific mode of learning
- Facilitate Train the Trainer sessions for internal partners
- Assist with QA monitoring, feedback, coaching
- Instill the core pillars (communication, collaboration, transparency and service) through the training and development curriculum
- Assist with development and execution of employee recognition programs
- Promote a customer focused learning experience that helps employees ensure that each interaction with callers is a positive experience through consistent demonstration of empathy, respect, active listening, ownership and other critical soft skills
Desired Skills and Experience:
- 5+ years of training facilitation experience required
- Prior call center / contact center training experience required with an emphasis on developing customer service skills
- Technically savvy; Proficient in Microsoft Office programs, e-learning tools, etc.
- Highly polished presentation skills and overall professionalism
- Maintains a high standard of confidentiality
- Superior written and verbal communication skills
- Excellent interpersonal skills in dealing with a diverse population
- Exceptional time management and organizational skills
- Demonstrated multi-tasking capability and proven success in a fast-paced environment
- Knowledgeable on traditional and modern training methods, tools and techniques
What We Offer:
Vivid Seats offers competitive compensation levels, substantial individual and team-based bonus opportunities, and a variety of workplace perks. Specifically, staff has access to discounted event tickets, frequent in-office catered meals, monthly happy hours, team outings, subsidized healthy meal and snack programs, and summer sports leagues. Standard benefits are also offered including medical/dental/vision/life insurance, paid maternity and paternity leave, 401(k) plan with employer match, flexible hours and paid time off, and transit plan discounts.
Vivid Seats is an equal opportunity employer. Vivid Seats prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability or genetic information.