American Express Careers

Learning Specialist - Contact Center

Sunrise, Florida
Customer Care Operations

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Job Description

The Training Specialist role is one of Servant Leadership which focuses on providing the support of their learners, in order for them to deliver exemplary levels of service. to our American Express customers.  This Training Specialist will be responsible for motivating, inspiring, coaching and developing each learner to his/her full potential. This means the Training Specialist is constantly looking for ways to engage the learners while raising the bar on performance and enhance skills at all levels, and demonstrating a Growth Mindset.
The responsibilities of the Learning Specialist role includes the following but not limited to:
  • Responsible for the leadership and facilitation of end-to-end training programs, providing targeted coaching for trainees and coaches to achieve defined performance criteria at the end of OJT
  • Partnering with business to increase productivity, the customer experience and performance standards
  • Ability to translate a wide variety of material and content into a fully actionable and effective learning program, activity or event
  • Deliver classroom (virtual/physical) and blended programs that add value to the learner and their business area
  • Responsible for targeted balanced coaching and on-the-job reinforcement activities to drive speed to proficiency with learners and coaches
  • Key accountability for managing trainees performance in achieving pre-defined performance goals, apply a systematic approach to improving current performance, identify gaps between existing and required performance, analyze the causes and factors that limit performance and implement learning solutions that focus on and deliver results
  • Responsible for making recommendations on learners progress in terms of overall performance and job fit
  • Professionally handle myriad Employee Relations situations
  • Ability to flex and adjust to meet changing business needs (variable shift patterns could incorporate nights/weekends/ changing delivery requirements)
  • Remain abreast of trends and development in adult education, e-learning and technology supported training
  • First point of contact for business partners – provide weekly performance updates to Line of Business leaders with confidence and credibility
  • Responsible for leading on-the-job training, provide on the floor support to trainees in an OJT environment as part of new hire process
  • In conjunction with immediate leader, evaluate training delivery effectiveness on an on-going basis to make recommendations for improvement
  • Identify needed revisions to training materials and online resources and communicate these to the Design team


  • At least 2 years of training experience strongly preferred
  • Adult Education Certification (or in progress) preferred
  • Adobe Connect Experience preferred
  • Ability to work a non-traditional schedule is required
  • Prior experience with facilitation and Instruction using multiple methodologies such as virtual or class room based
  • Prior experience with preparing comprehensive and engaging documentation, hints & tips, job aids, targeted at different audiences
  • Developed coaching and performance management abilities
  • Is a highly motivated, self-starter with a high level of personal accountability able to manage multiple priorities with a sense of urgency
  • Strong written and verbal communication skills
  • Proven leadership abilities in a fast paced and dynamic environment
  • Has developed consulting abilities
  • Strong analytical skills, able to translate multiple data points into clear performance trends for coaching discussions
  • Ability to develop and maintain relationships across multiple audiences
  • Ability to self-critique and manage with positive mindset
Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

ReqID: 19015940
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Sep 5, 2019, 4:32:31 PM
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