Customer Service Learning Delivery Consultant, Waterloo IA
Waterloo , Iowa
November 03, 2016
The person chosen for this role will bring innovative, solutions-driven learning solutions to life in delivery across:
  • Small to large scale multi-site training project deployments and cross-functional training initiatives
  • New team member onboarding (across all levels)
  • Team member enrichment and skill building

that drive results across key operational metrics, including First Contact Resolution, Average Handle Time, Customer Experience, and Team Member Engagement.
  • Delivers learning activities for team members through a variety of formal and informal learning channels including instructor-led, web-based, virtual and other delivery approaches.
  • Responsible for facilitating and executing performance management of participants during learning interventions and experiences, actively providing timely feedback on learning progress to participants and leaders and facilitating formal action where necessary
  • Drive continuous improvement through feedback on current training practices and programs based on classroom experience and operational feedback - help bring these suggestions to life in partnership with program owners
  • Work with business partners to identify and anticipate upcoming communication and training needs
  • Support the development of systems, process, and soft skills training for team members
  • Support project deployments by recommending and/or coordinating communication and training needs
  • Translates adult learning theory into practical learning experiences and works successfully within cross-functional teams to plan, deploy and embed the knowledge and skills in the target audience.
  • Serves as a Master Trainer for specific courses by participating in program development as a subject matter expert for delivery and/or content, conducting Train-the-Trainer sessions and supporting Trainers and Leaders in the delivery of courses.
  • Prepares business leaders and other SMEs as instructors. Observes, evaluates and gives feedback.
  • Develops and educates other Delivery teammates through peer-to-peer coaching and mentoring.
  • Identifies and shares opportunities to reinforce knowledge and skills in the workplace after the learning event concludes, leveraging learning interventions as levers to drive higher levels of workplace performance.
  • Develops learning reinforcement tools such as job aids and other learning tools.
  • Maintain excellent knowledge of content, effective facilitation and delivery skills, and latest knowledge of the education environment for effective delivery.

  • Undergraduate degree in business, education, adult education, social sciences, organizational development and related fields preferred (or equivalent experience)
  • Certificates from ATD Human Performance Consulting or The Center for Effective Performance preferred

Facilitation and Delivery
  • Content delivery and maintenance experience required (formal or informal)
  • Excellent written and verbal communication skills are required; including presentation, training, and facilitation
  • Familiarity with assessment, design, development, and delivery methodologies and models
  • Demonstrated ability to respond to user learning needs in a productive manner with empathy and patience
  • Demonstrated ability to leverage technology such as WebEx and PowerPoint to effectively deliver learning
  • Demonstrated ability to effectively deliver tough feedback and execute formal performance management action steps

  • Knowledge of business operations; previous Contact Center experience a plus
  • Passion for people development and improving the customer experience
  • Demonstrated ability to build and maintain strong relationships
  • Demonstrated success in adapting to change
  • Demonstrated ability to take initiative and "check and adjust"
  • Demonstrated ability to deal with and manage ambiguity
  • Excellent organizational and time management skills
  • Demonstrated ability to work productively in a collaborative environment
  • Previous success in effectively influencing without direct authority
  • Ability to travel within and outside the US; up to 75% as needed to perform responsibilities.
  • In-person training delivery may require long periods of standing and/or walking
  • Drives the successful deployment of:
    • Small to large scale multi-site training project deployments and cross-functional training initiatives
    • New team member onboarding (across all levels)
    • Team member enrichment and skill building

To more than 1,800 team members, and provides timely feedback to developers and manager to continuously improve learning retention in each of these areas.

A little about us:
Grainger helps customers save time and money by providing them the right products to keep their facilities up and running.

Know someone who would be interested in this job? Share it with your network.