JOB TYPE: Full-time, W2, 12-month contract with ongoing need
LOCATION: Peoria, IL
The role involves identifying training and development needs to uphold the brand promise and creating effective training processes, curricula, and knowledge articles to deliver a world-class customer experience. You will lead training efforts and work with 3rd party contact centers on program startups and ongoing operations. Additionally, you will ensure a seamless transition of training and quality activities to 3rd party suppliers and oversee regular reviews of training materials and knowledge articles.
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 Cat 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.
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) - experience considered just as important as education.
Knowledge of Microsoft Word, PowerPoint (Intermediate), and Excel.
Superior written communication skills
Able to develop/explain complex processes in a foundational manner.
Must possess superior human relation skills and excellent verbal and written communication skills.
Delivering training experience to a large group of people a plus
Ability to work in a team environment.
Knowledge of Salesforce desired
5+ years exp with developing training materials (Nice to have )
Customer service background a plus
Why should you choose Epitec?
We started Epitec with a single focus, Placing People First. Knowing every good endeavor begins with listening and understanding, we’ve set about challenging every part of the employment process. Bringing the proper connections together for the perfect fit.
How is Epitec different?
Epitec gets to know our prospective employees, using these insights to locate the perfect placement for you. We are there, every step of the way. Providing a best-in-class compensation package combined with the opportunity to grow financially and personally through your work.
What is the result?
Epitec represents the world’s top companies and works to fill their open jobs with the world’s best talent. That’s led to Epitec servicing an impressive list of Fortune 500 companies. We’ve also won many awards, including numerous Best & Brightest Companies to Work For awards, four MMSDC A.C.E. Awards, and have been featured in Crain’s Detroit Business and Corp! Magazine. And that’s just the beginning, as we work to innovate the way the world thinks about employment.
© 2024 Epitec Inc
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