MAIN PURPOSE
The Richemont TRAINING & DEVELOPMENT SPECIALIST Is responsible to identify Learning needs and to work with various functions and brands stakeholders to curate and develop learning and development solutions for contact centre ambassadors.
Responsibilities
- Develop and implement L&D strategies and training programmes that are aligned with the organisations objectives
- Support and conduct relevant training and learning to enhance employee performance and development
- Curate, develop and acquire training procedure manuals, guides, and training/course materials to ensure high-quality learning resources.
- Cultivate engaging and collaborative working relationship with stakeholders across the organization to identify learning needs and deliver effective solutions
- Inspire curiosity and passion for learning among employees, fostering a growth mindset and a commitment to continuous improvement
- Assess and recommend contact centre talent development plans ensuring that training initiatives meet the specific needs of this critical team
- Evaluate program effectiveness through assessments, surveys, and feedback.
- Maintain knowledge of the latest trends in training and development bringing innovative ideas and best practices to our learning programs.
- Serve as a reliable point of contact for all learning and development matters, providing expert guidance and support to employees and managers
- Provide administrative support in the planning and delivery of learning and development events, ensuring seamless execution and a positive learning experience.
PROFILE
- At least 3 years of proven work experience as a trainer
- Experience in Training and People Development, specifically for Retail or Luxury brand contact centre staff
- Ability to understand and effectively communicate using 'Retail language.'
- Demonstrated track record of designing and executing successful training programs, including needs assessment, planning, development, delivery, coordination, monitoring, and evaluation
- Familiarity with both traditional and modern training methods, such as mentoring, coaching, on-the-job training, classroom training, e-learning, workshops, and simulations
- Excellent communication skills, both written and verbal
- Ability to plan, multi-task, and manage time effectively in a fast-paced environment
- Comfortable dealing with ambiguity and changing priorities
- Self-starter with a strong ability to learn quickly and adapt to new situations
- Strong writing and record-keeping skills for creating reports and training manuals
- Advanced organizational skills with the ability to handle multiple assignments simultaneously
