Operations Trainer - Jersey City, United States - BetMGM LLC

BetMGM LLC

Verified Company

Jersey City, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Operations Trainer

Jersey City, NJ _

About Us
We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group.

You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker.

We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company.

We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work.

We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again.

We play to win, and we are all-in together.

We were recognized as one of Glassdoor's "Best Places to Work".

About the Role

The main purpose of the role is to design and deliver various operational, mandatory, and regulatory technical trainings across the Operations teams, in order to ensure ongoing upskilling of our Customer Operations Associates team performance, and to meet service group objectives.

Serve as a source of knowledge and a mentor to the employees in the location. Support trainees and their teams extensively throughout the training and provide the necessary guidance in the post-training period.

Responsibilities

Create, constantly update, improve, and deliver high quality Induction trainings (ongoing process, systems, and soft skills trainings) for various Operation teams' new hires, according to the business needs and current products and services the company is offering
Design and deliver trainings for the entire BetMGM group products and service portfolio including programs for B2B, B2C, CS, Risk, Fraud, and VIP teams or trainers in other locations
Routinely and consistently design, review and update training materials to ensure the standard, quality and relevance are maintained
Develop eLearning content using Articulate Rise and Storyline
Ensure eLearning content stays up to date by conducting periodic reviews of materials and making updates as necessary
Work with the Operations Training Team Lead and Manager of Operations Training to develop assessments for all training courses to ensure effectiveness
Work with the Operations Training Team Lead and the Manager of Operations Training to maintain the Learning Management System
Evaluate training and development solutions and assess new recruits against established performance and probationary measures, and provide constructive feedback to individuals and line managers
Coach and mentor CS and Risk agents in increasing personal performance and provide management team with recommendations on further competency development interventions needed
Working closely with site management to ensure all key processes are captured and documented for training and quality requirements
Maintain training registers and regularly report on compliance and training KPIs as required by the business
Constant Improvements constantly work towards improvements through (but not limited to):
Identifying areas for improvement, focus delivering feedback which assists in developing the 'best in class service to our customers and provide cost effective/business focused solutions to the Management team
Liaising with the product verticals to improve product and procedural knowledge of the team using coaching and learning scenarios
Ensuring selfknowledge is up to date on all aspects required (e.g. product, process etc.)

Qualifications

Profound knowledge of products, tools and Operations processes
Excellent presentation, verbal, and written communication skills
Genuine passion for learning and understanding of the learning cycle
Ability to turn the learning cycle theory in to practice in a business environment
Strong facilitation skills
Understanding and experience of coaching and mentoring
Ability to manage a group within a training environment
Ability to quickly build rapport at all levels
Ability to selfmotivate, with a desire to grow and develop
Ability to evaluate interventions and recommend points for improvement
Ability to work autonomously when delivering training and to work as part of a team
Perfect level of English
Additional languages next to proficiency in English are assets
Experience in the online gaming industry is an asset
Previous experience of designing, delivering and evaluating training in a customer serviceoriented environment
A qualification in training design / delivery is essential. Experience of developing on line learning is desirable
Good planning and organizing skills
Competent with MS Office suite (W