Trainer, Customer Contact Center

7 days ago

Chicago, United States Great Wolf Lodge Full time

**Responsibilities**:

- Develop frontline training for ongoing education through self-guided e-learning modules, instructor-led presentations, scenario based roleplay activities, job aids, and other training techniques.
- Engagingly facilitate training workshops/programs, primarily through virtual training solutions, including but not limited to new hires, sales training, cross-training, seasonal and yearly training, etc.
- Maintain the CCC New Hire Curriculum updated by working with peers to ensure new products, policies, and processes are aligned
- Facilitate CCC New Hire Training as needed for internal hires and onboarding of new nearshore business partners in different lines of business
- Measure and ensure training effectiveness through learner surveys, behavioral observation, performance reporting, and close collaboration with operational leaders.
- Establish evaluation methods for training content, delivery, activities, and outcomes to measure the effectiveness of training and validate knowledge transfer and return on investment where applicable
- Leverage Call Center data, stakeholder feedback, and other inputs to identify gaps and opportunities for development across domestic and nearshore vendors and Pack Members
- Maintain expert-level knowledge of Great Wolf products, policies, and procedures
- Develop leadership training for operations management.
- Support the overhaul and updating of the CCC knowledge base.
- Identify, analyze, and act on critical opportunities to improve operational performance, leveraging call monitoring, screen recording, speech analytics, and Voice of the Customer data.
- Embody the ethos of a "learning organization" wherein all leaders continually seek to improve organizational effectiveness through discovery and re-establishment of best practices and processes.
- Management of additional project may be added to this position

**Required Qualifications**:

- Degree in learning, instructional design, or related; in lieu of education, at least 2 years of related experience
- At least 2 years of relevant work experience, preferably as a call center trainer
- Previous training/instructional experience
- Familiarity with learning management systems and excellent knowledge of sales techniques and customer service best practices.
- Remote training/instructional experience
- Occasional domestic and or International travel may be required to carry out specific responsibilities associated with this position

**Preferred Qualifications**:

- Proficient in Articulate 360 software suite
- Proficient in MS Word, Excel, and PowerPoint
- Excellent written and verbal communication
- Exceptional analytical skill
- Experience working with Vendors outside of the US is a plus
- Hospitality, Theme Park, experience is a plus
- Proficient with call center technology including Vonage, Verint, Opera, Salesforce
- Self-motivated and ability to manage time effectively across multiple projects

**Home Office /Computer/ Internet Requirements**:

- A private workspace or home office free from distraction
- Reliable, high speed internet (minimum 25 MB download and 5 MB upload)

**Physical Requirements**:

- Able to sit for extended periods of time

**Compensation and Benefits**

The expected compensation range for this position is $60,000 - $70,000. This is in addition to a number of other benefits including:

- Medical, dental, vision insurance
- 401k and company match
- Discounted lodge stays
- And more

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