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Training Specialist
3 months ago
About Ancestry:
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.
We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.
We are looking for a Learning & Development Specialist to join our Member Services team. The Member Services team supports Ancestry Members through multiple channels, ensuring success on their journeys of personal discovery. As an L&D Specialist, you will play a key role in ensuring employees have the knowledge and training needed to deliver outstanding member experiences. You will design and deliver a wide variety of training for new and current employees through classroom (virtual) and eLearning courses.
You will work 11 to 8 (Dublin Time), providing overlap with the Lehi L&D team and covering multiple shifts in Dublin. You will need schedule flexibility, including evening and holiday availability during new hire training sessions, which could take place Monday through Friday, anytime between 8:00 and 11:00
What you will do
Deliver great onboarding experiences to our new hire classes during each new hire training session.
Design and develop eLearning courses to high standards under short timelines using various programs.
Proactively liaise with the Marketing and Product teams to ensure Member Services is informed, trained, and upskilled before any changes that impact customers.
Perform Learning Needs Analysis and identify opportunities to upskill the team to improve the customer experience/against KPIs.
Deliver ongoing Soft Skills training to improve listening, problem-solving, sales, and retention.
Contribute to the design of employee development programs to prepare the team for internal opportunities and cross-functional learning.
Write and post articles and announcements in our internal knowledge base to ensure agents have up-to-date information and reference materials.
Evaluate training effectiveness through tracked metrics and assessments.
Who you are
Bachelor's Degree, 3rd level qualification in an L&D discipline, or a minimum of 3 years of formal training, instructional design, or curriculum development experience
Proven experience within a contact center environment. Up-to-date knowledge of call systems/phone technology, scheduling, processes, and scripts.
Experience with Articulate Storyline 360 preferred
Experience with a Learning Management System (LMS) preferred
A history of meeting or exceeding company goals and metrics in current position
What you will bring to the role
Excellent communication, interpersonal, facilitation, and presentation skills.
Strong team player with the ability to build very good working relationships across the business.
Demonstrates empathy and patience while helping employees settle into training, offering reassurance where necessary to ensure a positive learning experience.
Ability to understand the different needs of individuals in a learning environment
Passionate about people, learning, engagement, training, development, and quality, with the customer as the key focus of training.
Highly driven with the proven ability to work autonomously. Ability to demonstrate initiative and follow through on tasks.
Meticulous training program management and reporting.
Sound judgment is also required as well as the ability to handle and escalate situations.
Excellent computer skills (use of Excel, Word, PowerPoint, Outlook, Zoom, Slack, LMS preferable).
Ability to analyze and present data.
Experience with designing and delivering employee development programs/career pathing is an advantage.
