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Training Content Specialist

Summary

Salary
Starting salary will be determined based on experience and credentials
Team
Customer Service
Location
Aurora, IL, USA

About us

Dyson is a global technology enterprise. We’re growing fast and our ambition is huge – more categories, more locations and more people. Dyson launched in the US in 2002, and since then operations have grown exponentially. Our US headquarters is based in Chicago's Fulton Market neighborhood with additional offices located in Aurora, Illinois and Ann Arbor, Michigan. We also have employees working in field sales, our service centers, and in our growing number of Dyson Demo Store’s across the country.

About the role

The Contact Center Trainer's primary function is to design virtual training material, manage SharePoint, create and oversee Knowledge Management for the contact center. As a Trainer, you will focus on developing and editing online learning materials and content. It includes assessing learning needs, the audience, and analyzing existing instructional materials. The trainer will develop training agendas based on a specific set of instructions, evaluate training results, review agent interactions, identify training gaps, and drive continuous improvement discussions. The Contact Center Trainer will report to the Senior Training & Onboarding Manager.

Content Creation 

  • Create engaging e-learning activities and compelling course content that enhances retention and transfer
  • Collaborate with leaders and QA team to identify target audience's training needs
  • Create supporting material/media (audio, video, simulations, role-plays, games Etc)
  • State instructional end goals and create content that matches them
  • Develops storyboards and scripts for e-learning and virtual live training
  • Upload and configure e-learning content into learning management system
  • Apply tested instructional design theories, practice, and methods
  • Provide exercises and activities that enhance the learning process
  • Decide on the criteria used to judge learner's performance and develop assessment instruments
  • Maintain tracking system to ensure accurate employee training records, track training needs, and collect evaluation and assessment results
  • Other duties as assigned 

Knowledge Management 

  • The knowledge manager is responsible for knowledge dissemination within Dyson; while ensuring knowledge is flowing efficiently throughout the organization
  • Manage the current knowledge management practices as well as design new knowledge distribution policies and encourage the use of the new practices
  • Analyzing the effectiveness of SharePoint and the new knowledge management programs by observing its usage and evaluate its impact in terms of the organizational benefits
  • Utilize the knowledge base resources and design a training module for the contact center to help them access the knowledge management and SharePoint
  • Encourage employees to share best practices 

Collaborate with business partners

  • Enlist and influence internal and external business partners to support training initiatives 
  • Proactively engage business managers to maintain and identify training needs 
  • Consult with Training Manager, WFM Manager, and Site Manager on learning/development and execution

Fulfill other duties as required 

  • Provides training progress and performance of trainees
  • Collaborate with Sales Optimization Manager to develop robust sales training and refreshers 

About you

Education and Experience
  • Bachelor’s degree and 3-5 years of training/teaching experience required OR equivalent of both education and experience
  • Experience creating and delivering E-learning materials required
  • Experience with SharePoint and Knowledge Management required
  • Experience working in a call center environment is highly preferred 
  • Demonstrated strong interpersonal communication, active listening, motivational and facilitation skills required
  • Proven experience with creating presentations required
  • Proficiency in Microsoft Office Suite required
  • Strong communication skills, both written and verbal are an absolute must; bilingual is a plus
Skills
  • Ability to understand the Dyson brand and uphold its integrity
  • Must have strong organizational skills with the ability to multi-task and act with a sense of urgency
  • Developed problem solving skills and the ability to focus attention on details 
  • Proven flexibility in order to manage last minute training requests or changes
  • Ability to adhere to call quality and other measured departmental statistics
  • Embody the qualities of a reliable, dependent and proactive team member 
  • Ability to evaluate employees and coach/develop to standard
  • Must be able to work a flexible schedule 
  • Some travel may be required

Benefits

At Dyson, how we reward you is linked to our high-performance culture. But it’s about more than salary and bonus. Through a package of financial, lifestyle and health benefits, we support whatever stage of life you’re in and the moments that matter.
Financial benefits:
  • 401K with up to a 4% match
  • Company paid Life Insurance and AD&D
  • Flexible Savings Account (FSA) and Health Savings Account (HSA)

Lifestyle benefits:
  • Competitive Paid Time Off Benefits including Separate Holiday, Sick, and Vacation Time
  • Pre-tax Commuter Benefits (applicable areas only)
  • Generous Child Care Leave Program
  • Wellness Program
  • Employee Assistance Program
  • Generous Dyson Product Discounts

Health benefits:
  • Multi-Level Healthcare Coverage Options
  • Vision & Dental Coverage
  • Company paid Short-Term and Long-Term Disability

Dyson is committed to fostering an inclusive and accessible environment that reflects the diversity of the community in which we live. If requested, we will provide reasonable accommodation during the recruitment process for persons with disabilities. Contact us at americas.talentacquisition@dyson.com for more information. Dyson is an Equal Opportunity Employer. #LI-DYSON

Interview guidance

We are following the government guidelines regarding COVID19. At this time all interviews will be conducted via video or telephone. We’re taking these precautionary measures to protect both our employee and candidate wellbeing. Our Talent Acquisition team will work with you and provide further information as appropriate.