Summary:
We’re in search of an experienced eLearning Training Strategist with
the required skills: Content creation, LMS in Call Centre/Contract
Centre environment.
Here are some of the specific details:
Job Title: eLearning Training
Strategist
Location: Plano, TX (Hybrid - Days in office
Mon-Thur)
Duration: 6 Months Contract
Status: Hybrid
Job Description:
Manage the design, development and
creation of all content for Client Contact Center agents to improve the
knowledge, skills and abilities. Work as liaisons in this cross functional
role, engaging multiple groups in Client for application content, design, and
support. In addition, this role is responsible for supporting the product life
cycle including all pre and post launch support, high level reporting, and
support for our business partners. Possess a strong understanding of existing
processes and bring a strategic customer focused mindset to shape the content
development process. To be successful in this role, you should be familiar with
various educational techniques for different roles and skill sets. Be able to
demonstrate keen attention to detail, extraordinary customer service, sales and
problem-solving skills to be able to thrive in a fast-paced, high-volume
environment. One should be flexible with the agility to respond quickly and
appropriately to changes in demands on the team.
Essential Duties & Responsibilities:
- Partner
internally and externally to design impactful, engaging and scalable
face-to-face, online and virtual learning solutions to address training
needs; design online learning templates and standards for our internal
Client Contact Center agents
- Partner
cross-functionally with varying groups across the organization such as
Marketing, Client , Sales and Support operations teams to understand
product road maps and to define current and future training needs
- Ensure
new hires undertake mandatory trainings and track performance for up to
six-to twelve months
- Exceptional
facilitation, interpersonal, and communication skills
- Act as
point of contact and subject matter expert representing the content
creation team.
- Works
closely with the Product Managers and Go-to-Market teams to manage the
content lifecycle and provide ongoing refresher content
- Recommend
program design improvements and refinements where needed for all product
launch including pre/post product life cycle
- Implement
sustainable curriculum architectures to create an engaging learner
experience, target appropriate audiences with focused learning, and create
logistical and process efficiencies, including working within an LMS
- Mapping
out training plans and schedules, designing and developing training
programs for Contact Center Agents
- Manage
agent performance via e-learning course completion, agent survey feedback
and KPI analysis to assess effective of training and drive process
improvement
- Partner
with and provide support and training content for various lines of
business within the Client product portfolio
- Design
online learning evaluation metrics to help measure learning impact and
program success; recommend program design improvements and refinements
where needed
- Comfort
in working with a remote team in a virtual environment often
independently;
Background/Experience required:
- Bachelor’s
degree or equivalent work experience/certifications
- 5+
years of professional experience with an emphasis in content creation and
facilitation role within a contact center/call center environment
- Project
and product management skills and expertise, ideally working with the
content/learning management systems and development teams
- Knowledge
of innovative training modalities that support remote learning
functionalities and technologies i.e. gamification
- Tuned
in to customer needs; customer-oriented with a drive to think outside of
the box
- Exceptional
analytical skills
- Ability
to process a high-level information to identify and solve issues that
impact our business
- Comfortable
working in a fast-paced environment, taking the initiative, prioritizing
multiple projects, and working under tight time-frames to meet deadlines
- People
leadership preferred.
Necessary Skills and attributes:
- Excellent
verbal and written communication skills
- Results
driven strategic thinker; someone who can think about a product
holistically to identify and prioritize key opportunities and implement
change expediently.
- Ability
to think critically and creatively
- Imagination
and creativity; open-minded and independent thinker with exceptional
customer empathy
- Client
service driven with excellent relationship management skills
- Ability
to effectively engage with and present to all levels of management
- Ability
to facilitate collaboration with diverse groups/stakeholders
- Team
oriented, but able to work independently and manage multiple tasks
- Self-directed,
self-motivated and results-oriented
- Excellent
written, verbal and interpersonal skills to interact with internal and
external contacts.
- Exceptional
skills in Microsoft Office, including Excel, PowerPoint and Word
Summary:
- The
main function of a trainer is to conduct training and development programs
for employees. This person is responsible for collecting information,
conducting research, and creating training materials and programs.
Job Responsibilities:
- Monitor,
evaluate and record training activities and program effectiveness.
- Offer
specific training programs to help workers maintain or improve job skills.
- Assess
training needs through surveys, interviews with employees, focus groups or
consultation with managers.
- Develop
alternative training methods if expected improvements are not seen.
- Develop
training procedure, manuals, guides and course materials such as handouts
and visual materials.
- Meet
with department leads and management to determine training needs.
- Present
information using a variety of instructional techniques and formats, such
as role playing, simulations, team exercises, group discussions, videos
and lectures.
Skills:
- Verbal
and written communication skills, attention to detail, customer service
and interpersonal skills.
- Ability
to work independently and manage one s time.
- Knowledge
of principles and methods for curriculum and training design, teaching and
instruction for individuals and groups, and the measurement of training
effects.
- Knowledge
of business and management principles involved in strategic planning,
resource allocation, human resources modeling, and leadership technique.
- Knowledge
of media production, communication, and dissemination techniques and
methods.
- Knowledge
of human behavior and performance; individual differences in ability,
personality, and interests; learning and motivation; psychological
research methods.
- Previous
experience with computer applications, such as Microsoft Word and
PowerPoint.
Education/Experience:
- Bachelor's
degree in relevant field or equivalent experience/training required.
- 5-7
years related experience required.
Education Requirement:
- Bachelor's
degree
Years of Experience:
- 5 or
more
Top 3 Skill Sets:
- Proficient
with various technology tools for designing, delivering, and evaluating
content
- Effectively
communicate with stockholders to articulate project goals and objectives
- Time
and Project Management skills to keep training organized, including
scheduling, workflow management and training plans"
Let me know if you are interested in this job and/or if you can assist us
by referring someone who is interested in this job, since we offer lucrative
referral bonuses.
A reasonable, good faith estimate of the minimum and maximum for this
position is $46 to $50/hr.
Benefits will also be available and details are available at the
following link: Harvey Nash Benefits
I am looking forward to speaking with you today.
About us:
Harvey Nash is a national, full-service talent management firm
specializing in technology positions. Our company was founded with a mission to
serve as the talent partner of choice for the information technology industry.
Our company vision has led us to incredible growth and success in a
relatively short period of time and continues to guide us today. We are
committed to operating with the highest possible standards of honesty,
integrity, and a passionate commitment to our clients, consultants, and
employees.
We are part of Nash Squared Group, a global professional services
organization with over forty offices worldwide.
For more information, please visit us at https://www.harveynashusa.com/
Farid Hafiz
Sr. Recruiter – Harvey Nash
(615) 903-9644
