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 Caterpillar Digital Products Operation, and will partner with 3rd party contact centers to lead 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.
JOB DUTIES:
61 Develops training materials, knowledge articles, and course content.
61 Identifies training needs, provide guidance and expertise, and overall training strategy.
61 Supports Caterpillar’s Contact Center training lead and will liaison with 3rd party training resources to ensure compliance with Caterpillar training standards.
61 Deploys a wide variety of training methods.
61 Creates an effective Customer Experience foundation training internally as well as through all 3rd party supplier operations globally.
61 Resolves any specific problems and tailor training programs as necessary.
61 Maintains a keen understanding of training trends, developments, and best practices.
61 Works with internal departments and SMEs as required to build training materials.
61 Supports hands-on and classroom training related to product support, technical troubleshooting, and customer relationship management actives.
61 Participates in digital product NPI process as appropriate and collaborate with partner organizations as needed to execute assigned training activities.
61 Creates, analyzes, and validates business requirements, translating them into detailed functional requirements and user stories, defining acceptance criteria, and obtaining requirements signoff from requesting business partners.
61 Supports appropriate team members in driving and/or deploying digital execution within the framework of enterprise tools, processes, and strategies.
61 Helps manage and organize appropriate information, dashboards, metrics, and other reports for team members to use with their partners.
61 Supports digital projects that identify linkages and synergies across business units, industries and/or Dealers.
61 Supports proper collaboration, coordination, training, communication and alignment among related areas, projects, and strategies within the team and with internal and/or Dealer partners.
61 Reinforces digital awareness through communication and identity programs in global regions and multiple business units, industry groups and/or Dealers.
61 Supports future-focused assessment of global and industry impact related to digital programs and deployments, and helps other consultants coordinate efforts.
61 Assists in coordinating efforts and/or gathers information to solve issues and problems requiring careful analysis and diagnosis.
61 Proactively seeks to develop personal digital acumen.
61 Tracks and monitors progress, typically via metrics reporting. Other job duties assigned, as needed.
Travel up to 25% of the time may be required. Requires travel, sometimes global, to facilitate training of front-line contact center agents or 3rd party training leads.
Basic Qualifications:
61 4 Year Degree with experience in progressive training assignments involving classroom instruction, design, development, and delivery of training courses and materials and/or 2 years combined experience working within a contact center environment, developing training curriculum for frontline agents or as a Training lead
61 Contact center experience is a strongly desired.
61 Demonstrated knowledge of adult learning techniques and best practices in training delivery.
61 Knowledge of Microsoft Word, PowerPoint, and Excel
Top Candidates will also have:
61 Marketing, Digital Products, Product Support, Dealer/Customer facing experience is a plus.
61 In addition to training experience top candidate will also have Contact Center Operations, Client Services/Account Management experience
61 Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed
61 Experience working with Contact center tools such as Salesforce
61 Strong communication and organization skills.
61 Must possess superior human relation skills and excellent verbal and written communication skills.
EEO/AA Employer. All qualified individuals - Including minorities, females, veterans and individuals with disabilities - are encouraged to apply.
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O.