Job Summary: The Trainer will be responsible for supporting the creation and execution of all learning and development strategies and programs for Great Wolf’s Call Center. This is the team responsible for interacting with directly with guests to provide sales or service assistance. The Call Center is a hybrid in-person/ remote organization that consists of a domestic leadership team and Pack Members, as well as near shore vendors. The person in this role should be comfortable collaborating and delivering content with remote stakeholders. The trainer should be passionate about and skilled with driving effective training solutions, and will also have the opportunity to support and participate in other Corporate learning and development initiatives as capacity allows. This role will partner closely with the L&D Manager and leadership team to gather performance insights, develop training materials, and establish new best practices that support key business goals related to sales performance, guest experience, and leadership effectiveness. This role’s output will serve both the frontline and leadership workgroups.
Responsibilities:
- Leverage Call Center data, stakeholder feedback, and other inputs to identify gaps and opportunities for development across domestic and near shore vendors and Pack Members
- Develop frontline training for ongoing education through self-guided elearning modules, instructor-led presentations, scenario based roleplay activities, and job aids.
- Facilitate training workshops/programs in an engaging manner, primarily through virtual training solutions
- Establish evaluation methods for training content, delivery, activities, and outcomes to measure effectiveness of training and validate knowledge transfer and return on investment where applicable
- Foster a collaborative effort with Business Partners to implement processes and solutions to drive employee development, engagement, and business results across the enterprise
- Maintain expert-level knowledge in Great Wolf products, policies and procedures
- Develop leadership training for operations management.
- Maintain the CCC New Hire Curriculum through incorporation of new products, policies, and processes.
- Facilitate CCC New Hire Training as needed for internal hires and onboarding of new nearshore business partners.
- Measure and ensure training effectiveness through learner surveys, behavioral observation, performance reporting, and close collaboration with operational leaders.
- Support the overhaul and updating of the CCC knowledge base.
- Identify, analyze, and act on key 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 projects 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
- Previous training/instructional experience
- Proficient in MS Word, Excel, and PowerPoint
- Self-motivated and ability to manage time effectively across multiple projects
- Exceptional analytical skill
Preferred Qualifications:
- Remote training/instructional experience
- 3+ years of relevant work experience in instructional design and facilitation
- Proficient in Articulate 360 software suite
- Excellent written and verbal communication
- Salesforce knowledge preferred
- Hospitality, Theme Park or Call Center experience a plus
- Previous related experience in a remote/hybrid learning environment
- Previous call center or related experience
- Proficient with call center technology including: Vonage, Verint, Opera, Salesforce
Home Office /Computer/ Internet Requirements:
- A private workspace or home office free from distraction
- Access to laptop or desktop computer (Chromebooks are not supported at this time)
- Minimum System requirements:
- Intel Core 15 or Core 17 CPU
- 16GB D04 Memory
- Windows 10 version 1903
- Citrix Workspace App version 1911
- IE version 11 and latest version of Google Chrome
- 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 $55,000 – $65,000. This is in addition to a number of other benefits including:
- Medical, dental, vision insurance
- 401k and company match
- Discounted lodge stays
- And more!