Customer Service Training Lead
Shutterfly - Fort Mill, SC

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Coordinate, develop, organize, and oversee the various training programs within customer service. Promote and advance a learning culture within the department. Work closely with customer service leadership team to identify training needs, develop training curriculum and plans, with a focus on eLearning formats. Execute training sessions and tasks through leadership and delegation.

Partner with SMEs to develop and deliver refresher and new initiative trainings throughout the year on the Shutterfly family of brands in eLearning, classroom based, virtual classroom and blended training formats.

Develop and maintain eLearning course content within LMS

Develop and deliver instructor-led and blended new employee training

Organize existing training tools and materials, maintain resources and knowledgebase articles

Work with customer service leadership team to identify, develop, and mentor new trainers

Facilitate ILT and eLearning training sessions through collaboration with training team and CS/CMT Leadership team

Create and administer surveys and evaluations to gather metrics and feedback to further improve training.

Communicate any process and/or procedure changes to the team via email and/or meetings


Proven project management success and follow through

Experience researching and identifying effective training tools and methods, then implementing into training curriculum and practices

Development of training materials and implementation of training tools within an LMS

Experience with Adobe Captivate and/or Lectura

Real-world practice of instructional design techniques, including performance management and needs analysis.

Minimum of 3 years training experience in technical training, compliance training and soft skills, in both ILT and eLearning environments

Experience developing and delivering customer service training in a contact center environment preferred.

Experience leading virtual classroom training preferred

Implementation experience with an LMS a plus

Experience developing certifications within a LMS a plus

Experience with Articulate Storyline

Knowledge, Skills and Abilities

Knowledge of best practices for eLearning, including gamification and branched learning

Knowledge of adult learning theories and their application in a corporate learning environment

Excellent presentation and public speaking skills in both small meeting and large classroom setting

Excellent written communication skills

Proficient in MS Office Suite

Self-assurance and the ability to project authority while demonstrating flexibility, patience and respect for trainees

The ability to cooperate, communicate and manage conflict situations within a group

A creative approach to problems and problem solving

Ability to work cross-functionally to plan training and resolve issues

Ability to work efficiently within a team environment and delegate tasks effectively

Willing to go above and beyond to produce excellent work

Excellent in managing large classroom groups and the ability to intervene when problem behavior occurs

About this company
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Shutterfly, Inc. is a family of lifestyle brands that are in the business of making, celebrating and sharing memories. Memories are made up...