Training & Development Specialist

Hard Rock Digital•Hollywood, FL

19h•Hybrid

About The Position

Hard Rock Digital is building the best online sportsbook, casino, and social gaming company in the world. We are seeking individuals who are passionate about learning, operating, and building new products and technologies for millions of consumers. We value each customer's interaction, experience, behavior, and insight, and strive to act authentically. Rooted in the traditions of Hard Rock and the Seminole Tribe of Florida, Hard Rock Digital leverages a globally recognized brand in gaming, entertainment, and hospitality to succeed in the digital space. Our Training & Development Specialist is a key member of the Customer Operations team, reporting to the Training and Delivery Manager. This role is responsible for delivering training to our customer operations team members, with a strong emphasis on initial/onboarding training. Over time, the role will expand to include training on product updates, refreshers, quality assurance, and professional development. Additionally, the Specialist will conduct "train the trainer" sessions to empower supervisors and agents to train and mentor others in specific areas. Training delivery will occur in both face-to-face and virtual environments. This position requires the candidate to be located within a reasonable distance of our New Jersey, Florida, or Canada office locations.

Requirements

Minimum of 3 years experience in customer services
Minimum of 5 years in a trainer position
Previous experience within a call center environment
Experience delivering training in both a face-to-face and virtual environment
Strong understanding of adult learning principles and theories
Engaging & fun delivery/facilitator style that inspires others to learn
Excellent organization and prioritization skills
Excited and motivated by change, multi-tasking, and working within a fast-paced environment
Strong communicator, able to influence at all levels
Keen to succeed and passionate about people development
Attention to detail
Fluency in English
Willing to travel up to 50% (domestic and internationally)

Nice To Haves

Expert in building and delivering detailed and comprehensive training documentation
Ability to address areas of underperformance with a structured plan
Casino and/or igaming knowledge

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