What are the responsibilities and job description for the Training Consultant position at eTeam Inc?
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.
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