Talent.com
Training Consultant

Training Consultant

eTeam IncChicago, Illinois, United States
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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
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    Training Consultant • Chicago, Illinois, United States

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