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About the Role
The Training & Development Specialist manages the delivery of training for the Customer Operations team, focusing on onboarding, product updates, and quality development. This role involves facilitating both face-to-face and virtual sessions, as well as conducting train-the-trainer programs to upskill supervisors and agents.
Responsibilities
- Deliver regular onboarding training to new starter cohorts
- Facilitate training sessions, develop objectives, and ensure customer satisfaction
- Collaborate with the content team to maintain up-to-date training materials
- Transform knowledge base content into training materials
- Monitor customer issues and provide training to resolve them
- Coordinate with operations teams to provide optimal customer service and recommend best practices
- Deliver train-the-trainer courses
- Deliver training in face-to-face and virtual environments
- Create learning plans and learning content
Requirements
- Ability to obtain a gaming license issued by the appropriate state agency
- Minimum 3 years of experience in customer service
- Minimum 5 years of experience in a trainer position
- Previous experience in a call center environment
- Experience delivering training in face-to-face and virtual environments
- Strong understanding of adult learning principles and theories
- Fluency in English
- Willingness to travel up to 50% domestically and internationally
Skills
- Engaging and fun facilitation style
- Excellent organization and prioritization skills
- Strong communication and influencing skills
- Attention to detail
- Expertise in building and delivering comprehensive training documentation
- Ability to address underperformance with structured plans
- Casino and igaming knowledge
Location
- New Jersey
- Florida
- Canada
Experience Level
- Minimum 3 years in customer service
- Minimum 5 years in a trainer position
Salary/Compensations
- Competitive pay
Benefits
- Competitive benefits
- Flexible vacation allowance
- Startup culture backed by a secure, global brand
About the Company
- Hard Rock Digital is an online sportsbook, casino, and social gaming company.
- Rooted in the partnership between Hard Rock and the Seminole Tribe of Florida.
Equal Opportunity
- We are an equal opportunities employer committed to a diverse and inclusive work environment.