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 Client 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.

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

Work environment:

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

Education & Experience Required:

- 4 year education or communication degree and/or if they do not have a degree, they must have minimum 2 years combined experience working within a contact center environment, developing training curriculum for frontline agents or as a Training lead.

- plus 5 years exp with developing training materials (Nice to have **)

- ** 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

(Desired)

- Knowledge of Salesforce.

- 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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Job Type: Contract

Pay: $35.00 - $40.00 per hour

Schedule:

• Monday to Friday

Experience:

• Curriculum development: 5 years (Required)
• contact center development: 4 years (Required)
• Delivering Training Or Training Curriculum: 4 years (Preferred)

Work Location: In person