Job Description
Position Summary:
Horatio is seeking an enthusiastic and results-oriented Training Specialist with advanced English skills to join our dynamic team. The ideal candidate will thrive in a fast-paced startup environment, be comfortable with a collaborative "all hands on deck" approach, and enjoy solving problems for people. We are looking for someone who excels at developing and enhancing training programs and processes to deliver a best-in-class experience for both our team members and customers.
This candidate will play a key role in supporting Horatio’s rapid growth by delivering solutions to improve our training process and communicating insights to our Leadership team. This role is ideal for a driven problem-solver with exceptional people skills seeking to make an impact at a fast-growing start-up.
This is an on-site role in Bogota.
Responsibilities:
- Facilitate engaging training sessions for new and existing Associates.
- Develop and update comprehensive training materials and resources according to business needs.
- Take a service and solution-oriented approach to all interactions, using strong judgment to balance, and being policy-driven while making it right for the customer.
- Advocate on behalf of the customer to ensure a consistent and valuable experience for each customer.
- Learn systems and processes quickly and push the boundaries in customer service while also becoming an expert on our clients’ products, website, and brand.
- Recommend product improvements based on customer feedback, using both qualitative stories and quantified data.
- Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back-office tools for your team.
Required Skills/Abilities:
- Advanced, near native English proficiency.
- Strong judgment and service- and solution-oriented approach
- Train new associates and improve the training program
- Evaluate associates' interactions to identify areas of improvement
- Provide coaching to associates about areas of improvement identified
- Ensure adherence to client KPIs and metrics
- General tech-savviness
- Someone affable and adaptable with a positive attitude!
- Ability to act independently
- Ability to display flexibility, creativity, and develop innovative solutions
- Ability to be a team player
Education and Experience:
- 2+ years in Training roles within the BPO industry.
- Senior college student of Business Administration, Marketing, or related fields.
- Advanced English proficiency.
- Experience in BPO is required.