Training Consultant

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.

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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