Supports the development and delivery of full life cycle training for Call
Center Representatives providing emergency roadside assistance.
Researches, documents and develops all training materials as required in clear, concise and professional manner as required for product, partner, customer service, soft skills and system related training for existing client programs
Develops training solutions that enhances the customer experience, optimizes available CSR toolsets and supports business objectives including expense targets.
Works closely with both internal and vendor training professionals to build training content.
Facilitate all aspects of training delivery. Administer delivery effectiveness measure and recommend enhancement as appropriate.
Work with Instructional Design team to ensure accuracy of all training documentation, CSR aid materials and on line reference tools
providing ease of use and logical access.
Validate materials are current and fulfill client based business requirements.
Conducts informal/formal training needs assessments to analyze current performance, identify training gaps and tailor future training delivery.
Participates in product, client QA calibration and monitoring sessions and incorporates findings in training content
Interface with client, relationship management, and functional leadership in order to ensure attainment of key performance metrics.
Unique Skill Sets / Requirements
5 years experience Training Delivery
Interface with a 24/7/365 operation
Ability to organize and present training materials
Solid presentation skills
Effective verbal and written communication skills
Develop and maintain strong product and process knowledge with attention to
detail by line (Wholesale and Retail) across a variety of IT platforms
Bachelor’s degree or equivalent education and/or experience
- proficient in Robohelp and Captivate to support blended learning environment
- experience with Instructional Design methodologies
Your career awaits at Allstate. We’re 70,000 professionals strong, working each day to help protect nearly 16 million households....