Training Consultant, Education ​/ Teaching

Position 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.

• 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.

• Extremely collaborative environment
• Must possess emotional intelligence.
• High communication skills
• Total of 5 digital trainers on team; but would work a larger team as well.

• Will need to go into the office a minimum of 1 day ( 501 Southwest Jefferson, Peoria, IL ) and/or Chicago, IL office

• 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

• 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.

• Knowledge of Salesforce.
• 5+ years exp with developing training materials (Nice to have)
• Customer service background a plus

• Must possess superior human relation skills and excellent verbal and written communication skills.

• 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.

• 1 round panel interview (1 hour) via MS Teams