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GCS Training Facilitator

2 months ago

Atlanta, Georgia, United States StubHub Full time

StubHub is on a mission to redefine the live event experience on a global scale. Whether someone is looking to attend their first event or their hundredth, we're here to delight them from the moment they start looking for a ticket until they step through the gate. The same goes for our sellers. From fans selling a single ticket to the promoters of a worldwide stadium tour, we want StubHub to be the safest, most convenient way to offer a ticket to the millions of fans who browse our platform worldwide.

StubHub is growing and looking for people who want to help us shape how millions of people buy, sell, connect, and experience live events worldwide. We value togetherness, trust, inclusion, and most importantly a culture of winning. We are a global organization looking for champions of innovation and change. If you are an entrepreneurial risk taker and ready to roll up your sleeves, you'll thrive in our environment where the rewards are highly motivating.

In this role, we are looking for someone who possesses excellent communication skills, a strong understanding of adult learning principles, and experience in facilitating training sessions in a call center environment. The Training Facilitator role is a pivotal position within our Global Customer Service organization, responsible for ensuring that our team members are equipped with the knowledge and skills they need to deliver exceptional customer experiences. We aim to be recognized as the best and most trusted customer experience brand in the world

This Full-Time position may require weekend, holiday, daytime, and/or evening hours.

This role will begin as in-office 5 days per week for the first 3-6 months and then will shift to in-office 3 days per week to ensure cross-functional collaboration.

What You'll Do

  • Facilitate comprehensive training sessions for new hires, covering policies and procedures, customer service techniques, and contact handling techniques.
  • Provide on-the-job training support to new hires through floor walking, chat support,
  • handling escalated customer contacts, coaching evaluations and performance metrics.
  • Facilitate upskill training sessions for existing employees, focusing on enhancing skills related to customer service, policy updates, or other specialized areas as required.
  • Monitor training effectiveness and performance metrics, conduct evaluations, assessments, and surveys to gather feedback and identify areas for improvement in training delivery and content.
  • Maintain and share documentation and records of training activities, attendance, performance metrics, and trainee behaviors to ensure compliance with company policies.
  • Stay updated on industry trends, best practices, and emerging technologies related to call center operations and training methodologies, incorporating new insights and innovations into training programs.
  • To maintain process and business knowledge, conduct side-by-side call listening and assist with customer service volumes via chat, phone, and email maintaining performance standards set for contact handling.
  • Support trainers and training initiatives at international BPO locations, including providing remote assistance, delivering train-the-trainer sessions, or traveling for training facilitation.

Who You Are

  • Communication: Exceptional written and verbal communication skills, including the ability to translate complex information for a broader audience. Adapts training delivery methods to accommodate diverse learning styles among trainees. Is effective in various communication settings: one-on-one, small and large groups, or among diverse styles and position levels.
  • Tech savvy: Utilize technology and multimedia resources effectively to enhance training delivery, including virtual classroom platforms, interactive presentations, and online collaboration tools.
  • Global perspective: Taking a broad view when approaching issues, using a global lens. Relates comfortably with people across levels, functions, culture, and geography.
  • Situational adaptability: Adapting approach in real time to match the shifting demands of different situations. Picks up on situational cues and adjusts in the moment.
  • Drives engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

What You've Done

  • Bachelor's degree in training, education, facilitation, or similar. Equivalent work experience considered.
  • Knowledge of call center operations, including customer service techniques, call handling procedures, and performance metrics.
  • Proficiency in utilizing various training tools and technologies, such as learning management systems, Microsoft Suite, Zoom, etc.
  • Ability to lead by example, inspire team members, and cultivate a culture of continuous improvement and accountability within the training program.
  • Ability to travel internationally.
  • Experience with large-scale contact centers, global operating environments, or eCommerce / Tech is preferred.

What We Offer

  • Accelerated Growth Environment: Immerse yourself in an environment designed for swift skill and knowledge enhancement, where you can scale your career.
  • Top Tier Compensation Package: Enjoy a rewarding compensation package that includes premier benefits, aligning with our commitment to recognizing and valuing your contributions.
  • Paid Time Off: Generous Paid Time Off, allowing you to manage your schedule and recharge as needed.
  • Comprehensive Benefits Package: Prioritize your well-being with a comprehensive benefits package featuring 401k and premium Health, Vision, and Dental Insurance options.
  • Team-Building Events: Engage in vibrant team events that foster camaraderie and collaboration, creating an atmosphere for celebrating your professional and personal growth.

About Us

StubHub is the world's leading marketplace to buy and sell tickets to any live event, anywhere. Through StubHub in North America and viagogo, our international platform, we service customers in 195 countries in 33 languages and 49 available currencies. With more than 300 million tickets available annually on our platform for events worldwide- from sports to music, comedy to dance, festivals to theater- StubHub offers the safest, most convenient way to buy or sell tickets for the most memorable live experiences. Join our team for a front-row seat to the action.

We are an equal-opportunity employer and value diversity on our team. We do not discriminate on the basis of race, color, religion, sex, national origin, gender, sexual orientation, age, disability, veteran status, or any other legally protected status.