Learning Specialist for Supercell Games Account with English София

Learning Specialist for Supercell Games Account with English
София

TELUS Digital Bulgaria is looking for a passionate and result-driven Learning Specialist for Supercell Gaming Account! 

As a Learning Specialist, you'll play a pivotal role in nurturing and developing our support agents and leadership team, and helping to support some of the most popular mobile games on the planet. As part of the learning cycle for all agents, your work will span a broad range of training realms, from product-specific to skill/performance enhancement.

Collaborating closely with the Quality and Operations teams, your mission will be to track the professional evolution of our agents, identifying areas for growth, and hosting taking action to drive improvement.

The Learning Specialist will work closely with the rest of the support teams in order to make sure our current procedures are up-to-date and provide additional training sessions for procedural changes and updates whenever necessary.

This role is about more than just training; it's about fostering a culture of continuous improvement, collaboration, and professional growth, ensuring our team not only meets but exceeds the dynamic needs of the players we support.

Responsibilities: 

Organize and facilitate training programs as part of the Project’s training cycle in order to onboard and upskill new/current employees.

Design, review and update training content and materials

Outline trends and areas of opportunity in order to improve the support team performance

Set up a framework for regular refresher training sessions in alignment to training needs identified.

Actively manage and administrate the LMS tasks and related e-learning and instructor-led courses, resolving system issues.

Communicate with client representatives about ongoing projects and initiatives.

Develop, implement, facilitate, and evaluate refresher training sessions and targeted workshops

Contribute to the further development and improvement of the Project’s training programme by gathering feedback from the Quality Department and the direct Line Managers of the trainees.

Analyze the metrics for all available training programmes available in order to identify improvement opportunities such as the need for refresher, additional training and suggest improvements to the current structure, format and methodology.

On a timely basis, create reports about the trainees performance during training, as well as for a short period of time after the training has been completed.

Transfer knowledge and support to Junior Learning and Development team members through active mentoring and coaching.  

Experience: 

Minimum 2 years of experience in the Learning and Development field (3 + will be considered an advantage)

Experience designing training using in MS PowerPoint/Google Slides or other authoring tools such as Articulate 360

Experience delivering remote training

Experience designing e-learnings

Requirements:

Fluent verbal and written command of English

Fluent verbal and written command of: Arabic/German/French/Italian/Russian/Turkish language will be considered as a very strong advantage

Strong knowledge in MS Excel/Google sheets

Strong knowledge of modern enterprise video communication channels: Zoom/Webex/ Hangouts Meet.

Good communication skills, having the ability to influence and co-ordinate efforts with all levels and groups within the organization.

Outcomes-orientated with high levels of accountability and ownership

Strong analytical skills

Strong facilitation and presentation skills

Knowledge of current best practices in online education, delivery methods and approaches, training evaluation, technology, quality control and metrics.

Ability to focus under pressure and work under deadlines

Ability to work as part of a big and diverse team.

Our Benefits:

Fully paid training 

Stable job and career development opportunities

Attractive salary

Additional health insurance

50+ benefits and services to choose from

Positive international working environment

Support and learning

Employee referral bonuses.

We care about the well–being of our employees, invest in their future growth, encourage fun and team-building initiatives!

Does it sound like the perfect job for you?  APPLY NOW!

About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4, 200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.  

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