Trainer/Curriculum Content Developer
4 weeks ago
MEET COMPASS
We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you are passionate about delighting customers, listening to feedback, and using insights to gather data about products and offerings, then we want to meet you
Trainer/Curriculum Content Developer
This dual role of Trainer/Curriculum Content Developer is responsible for creating amazing content and delivering various job training, to customer service associates on numerous client accounts. If you are creative, are detail oriented and have experience with curriculum development, then this job is for you.
Responsibilities:
- This position will consist of 60% training of new hire classes, 35% curriculum design, 5% misc.
- Conducting research and collaborating with other Compass departments, subject experts, clients, and other team members, to develop quality curricula and learning resources.
- Creating stimulating training plans (including presenter guide, facilitator guide, course curriculum, knowledge checks, training activities and more to create a highly engaging training environment.
- Working closely with Compass operations and the client, responsible for occasionally delivering new hire contact center associates to production with the skill sets and knowledge bases expected to meet service levels.
- Facilitate new hire and ongoing training using content that is either provided by the client or developed in-house.
- Responsible for ensuring learning resources align with program objectives and are used to consistently meet both quality and customer satisfaction.
- Lead continuous improvement efforts and make modifications to training as needed.
- Communicate relevant course changes as well as new materials and documentation updates.
- Connect with the operations team and the client to ensure course content and material is prepared, available, and easily accessible to students.
- Create and maintain a positive adult learning environment for all participants.
- Facilitate and support a "nesting" component to new hire training – when associates start taking live call interactions on various programs.
- Conduct training assessments and monitor and evaluate training programs and course content for effectiveness.
- Develop new content, modify existing course programs, content and delivery methods.
- Participate in the review, evaluation and development of training delivery tools and systems.
- Lead or assist in pilot sessions and participate in “train the trainer” sessions as needed.
- Perform other duties as assigned.
Requirements and Characteristics:
- Strong verbal communication and presentation skills, with the ability to present information in a clear and concise manner in a group setting.
- Ability to read and comprehend technical instructions, policies, and/or procedures to fully understand the program and contractual requirements.
- Excellent teamwork skills and ability to work independently with minimal supervision/direction.
- Excellent computer skills, including Word, Excel, and PowerPoint.
- Flexible, with the ability to react and adjust quickly to changing priorities.
- Ability to build rapport with others at all levels of the organization.
- Ability to meet tight deadlines, strong time management and organizational skills.
- High energy, enthusiastic, and motivational training style.
- Ability to motivate and engage class participants.
- Ability to interact and communicate effectively with diverse and multi-generational groups.
- Knowledge of how to relate to different learning styles is helpful.
- Associate’s degree or equivalent from two-year college or technical school plus at least two years related training experience is required
- Minimum of 2-3 years experience in design and development of instructional materials in a corporate setting (i.e. documents, decks, SOPs – formal instructional design experience preferred, but not required)
- Ability to prioritize and organize workflow and effectively change priorities and direction
- Highly detail oriented, strong written and verbal communication skills, including presentation skills and facilitation skills
Availability:
- Full Time (40 hours a week)
- Open availability preferred; schedule may include weekdays, weekends, nights and holidays
- This is a fully work at home position
- Applicants must have a strong internet connection to support systems and a backup Internet connection in the event of an Internet outage with your main Internet service provider.
Qualifications and Physical Requirements with or without reasonable accommodation:
- Ability to see, talk and hear in order to communicate with others to exchange information verbally and in writing.
- Ability to operate a computer/laptop and a headset.
- Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift).
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