at Great Wolf Lodge in Chicago, Illinois, United States
Job Description
Job Description
Job Summary: The Trainer's role at Great Wolf's Call Center is pivotal in crafting and implementing comprehensive learning and development strategies and programs. As a key player in a team that directly engages with guests for sales or service support, the Trainer will operate within a hybrid structure that includes both in-house leadership and near-shore vendors. The ideal candidate will excel in collaborating and presenting content to remote partners, demonstrating a fervent commitment to and proficiency in fostering impactful training solutions. This position offers the chance to contribute to broader Corporate learning and development projects, depending on availability. Working with the L&D Manager and the leadership team, the Trainer will be crucial in extracting performance data, creating educational resources, and pioneering innovative practices that bolster essential business objectives encompassing sales results, guest satisfaction, and leadership development. The contributions of this role are designed to benefit both frontline staff and managerial groups. This role can either work remotely within the continental United States, or from our Chicago, IL or Madison, WI based headquarters.
Responsibilities:
Develop frontline training for ongoing education through self-guided e-learning modules, instructor-led presentations, scenario based roleplay activities, job aids, and other training techniques.
Engagingly facilitate training workshops/programs, primarily through virtual training solutions, including but not limited to new hires, sales training, cross-training, seasonal and yearly training, etc.
Maintain the CCC New Hire Curriculum updated by working with peers to ensure new products, policies, and processes are aligned
Facilitate CCC New Hire Training as needed for internal hires and onboarding of new nearshore business partners in different lines of business
Measure and ensure training effectiveness through learner surveys, behavioral observation, performance reporting, and close collaboration with operational leaders.
Establish evaluation methods for training content, delivery, activities, and outcomes to measure the effectiveness of training and validate knowledge transfer and return on investment where applicable
Leverage Call Center data, stakeholder feedback, and other inputs to identify gaps and opportunities for development across domestic and nearshore vendors and Pack Members
Maintain expert-level knowledge of Great Wolf products, policies, and procedures
Develop leadership training for operations management.
Support the overhaul and updating of the CCC knowledge base.
Identify, analyze, and act on critical 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 project 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
At least 2 years of relevant work experience, preferably as a call center trainer
Previous training/instructional experience
Familiarity with learning management systems and excellent knowledge of sales techniques and customer service best practices.
Remote training/instructional experience
Occasional domestic and or International travel may be required to carry out specific responsibilities associated with this position
Preferred Qualifications:
Proficient in Articulate 360 software suite
Proficient in MS Word, Excel, and PowerPoint
Excellent written and verbal communication
Exceptional analytical skill
Experience working with Vendors outside of the US is a plus
Hospitality, Theme Park, experience is a plus
Proficient with call center technology including Vonage, Verint, Opera, Salesforce
Self-motivated and ability to manage time effectively across multiple projects
Home Office /Computer/ Internet Requirements:
A private workspace or home office free from distraction
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 $60,000 - $70,000. This is in addition to a number of other benefits including:
Medical, dental, vision insurance
401k and company match
Discounted lodge stays
And more!
