Training & Development Specialist
About the role
What are we building?
Hard Rock Digital is a team focused on becoming the best online sportsbook, casino, and social gaming company in the world. We’re building a team that resonates passion for learning, operating and building new products and technologies for millions of consumers. We care about each customer's interaction, experience, behavior, and insight and strive to ensure we’re always acting authentically.
Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Digital taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We’re taking that foundation of success and bringing it to the digital space — ready to join us?
What's the position?
Our Training & Development Specialist sits within our Customer Operations team, reporting to the Training and Delivery Manager.
The Training & Development Specialist owns the delivery of training to our customer operations team members. The role will have a heavy focus on initial/onboarding training, and over time will include product updates, refreshers, quality, and developmental training. You will also deliver train the trainer session to upskill supervisors and agents to train and mentor in specific areas. You will be delivering training in face-to-face and virtual environments.
This role is for a candidate located within a reasonable distance of our New Jersey, Florida or Canada office locations.
Responsibilities:
Deliver regular onboarding training to new starter cohorts
Facilitate and deliver training sessions, develop appropriate objectives and ensure customer satisfaction
Work with the content team to ensure training materials are up to date
Transform knowledge base content into training materials
Monitor all customers issues and provide training to resolve them
Coordinate with operations teams and provide optimal levels of customer services and recommend best practices
Deliver train the trainer courses with the team
Deliver training in face-to-face and virtual environments
Create learning plans and learning content