Expert Knowledge Developer

14 hours ago

Melbourne, Victoria, Australia beBeeKnowledge Full time $100,000 - $120,000
Senior Knowledge and Training Specialist

We are seeking a highly skilled Senior Knowledge and Training Specialist to join our team.

This is an exciting opportunity for a seasoned professional to design, develop, and deliver training programs that drive business growth and excellence in knowledge and training.

Main Responsibilities:

  • Training Design and Delivery: Develop and deliver high-quality training content using the latest technology to engage and educate learners.
  • Continuous Improvement: Analyze data trends and gap analysis to identify areas for improvement, and design training programs to address these gaps, driving continuous learning and development.
  • Maintenance of LMS and Product Catalogue: Ensure that our Learning Management System (LMS) and product catalogue are up-to-date and accurate, providing learners with seamless access to relevant information and resources.

In addition to these key responsibilities, you will also be expected to:

  • Project Manage: The development and delivery of training content, ensuring timely completion and high-quality results.
  • Design and Ensure Version Control: Of Induction Training and Customer Support training programs, maintaining accuracy and relevance over time.
  • Update and Maintain User Guides: For key systems used by Contact Centre staff, ensuring they have the necessary tools and support to perform their roles effectively.
  • Participate in Content Development: And management on the LMS for Contact Centre Training, contributing to the creation of engaging and informative content.
  • Design and Deliver Continuous Improvement Training: Based on data trends and gap analysis, helping learners develop new skills and knowledge to drive business success.
  • Champion Customer Service: Improvement initiatives, ensuring alignment across the organization and promoting a culture of excellence in customer service.

Requirements:

  • A Certificate IV in Training and Assessment is preferred.
  • Strong knowledge and understanding of a Contact Centre environment, preferably experience working within Aviation.
  • Customer and delivery-focused with exceptional stakeholder management skills.
  • At least 1 year's experience in behavioral/technical training design and facilitation.
  • At least 12 months prior experience at a Team Leader level within a Customer Care environment.

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