Position s Contributions to Work Group:
- Identify training and developmental needs and drive suitable training initiatives that deliver on our brand promise. Responsible for the development of effective training process, curriculum, knowledge articles that deliver a world-class customer experience. Will lead training efforts for our Digital Support/Contact Center Operation and will partner with 3rd party contact centers in leading new program startups and ongoing operations. Will ensure a seamless handoff of all training and quality related activities to our 3rd party suppliers and will work to develop regular reviews of all knowledge articles and curriculum materials.
Reason/motivation for request:
- addition
Typical Day in the Role
Typical task breakdown:
- Collaborate with team members on building front line agent processes.
- Develop, build and refresh training curriculum.
- Educate Trainers on how to deliver training curriculum.
- Build and maintain knowledge articles.
- Attend necessary business meetings.
Interaction with team:
- Extremely collaborative environment
- Must possess emotional intelligence.
- High communication skills
- Total of 5 digital trainer on team; but would work a larger team as well.
Work environment:
- Will need to go into the office a minimum of 1 day ( 501 Southwest Jefferson, Peoria, IL ) and/or Chicago, IL office
Candidate Requirements
Education & Experience Required:
- 4-year education or communication degree and/or if they do not have a degree, they must have minimum 4+ years combined experience working within a contact center environment, developing training curriculum for frontline agents or as a Training lead.
- No degree required if they have training Curriculum design or training lead exp ( 7+ years)
- ** Will take experience more important than the education **
Technical Skills
(Required)
- Knowledge of Microsoft Word, PowerPoint (Intermediate), and Excel.
- Superior written communication skills
- Able to develop/explain complex processes in a foundational manner.
- Delivering training experience to a large group of people a plus
- Ability to work in a team environment.
(Desired)
- Knowledge of Salesforce.
- 5+ years exp with developing training materials (Nice to have **)
- Customer service background a plus
Soft Skills
(Required)
- Must possess superior human relation skills and excellent verbal and written communication skills.
-
Disqualifiers/Red Flags:
- Grammatical errors
- Job tenure (less than 1 year in one role)
- If the candidate cannot do hybrid work model, we will DQ them.
- If candidate is open to relocate and be onsite day 1, on their own dime, please make that clear on the resume.
- Make sure to include candidate s current location/residence on resume as well.
Interview Process:
- 1 round panel interview (1 hour) via MS Teams
Training Consultant • Chicago, Illinois, United States
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