Harvey Nash - Peoria, IL
posted about 1 month ago
The Instructional Designer/Curriculum Specialist will play a pivotal role in identifying training and developmental needs within the organization and driving suitable training initiatives that align with our brand promise. This position is responsible for the development of effective training processes, curriculum, and knowledge articles that aim to deliver a world-class customer experience. The individual will lead training efforts specifically for our Digital Support/Contact Center Operation and will collaborate with third-party contact centers to facilitate new program startups and manage ongoing operations. A key aspect of this role is ensuring a seamless transition of all training and quality-related activities to our third-party suppliers, as well as developing regular reviews of all knowledge articles and curriculum materials. In this collaborative environment, the Instructional Designer will work closely with team members to build processes for front-line agents, develop and refresh training curriculum, and educate trainers on how to effectively deliver this curriculum. The role requires attendance at necessary business meetings and interaction with a larger team, emphasizing the importance of emotional intelligence and high communication skills. The position requires a minimum of one day in the office, located at 501 Southwest Jefferson, Peoria, IL, or the Chicago, IL office.