Digital Training And Knowledge Analyst; Cat Customer Support

Caterpillar UK

Peoria, Illinois, United States
Base: $97,530.00 - $158,480.00; bonus/equity: ince...
Develop training materials and knowledge articles
Identify training needs and strategy
Deploy a wide variety of training methods
Responsible for the development of effective training process, curriculum, knowledge articles that deliver a world-class customer experience

Job Summary

  • Responsible for the development of effective training process, curriculum, knowledge articles that deliver a world-class customer experience.
  • Will lead training efforts for our Cat Customer Support team and will partner with 3rd party contact centers in leading new program startups and ongoing operations.
  • Medical, dental, and vision benefits* Paid time off plan (Vacation, Holidays, Volunteer, etc.)* 401(k) savings plans*

Matching Summary

Responsible for the development of effective training process, curriculum, knowledge articles that deliver a world-class customer experience.

Salary

Base: $97,530.00 - $158,480.00; Bonus/Equity: Incentive bonus; Benefits: Medical, dental, and vision benefits, Paid time off plan, 401(k) savings plans, Health Savings Account, Flexible Spending Accounts, Health Lifestyle Programs, Employee Assistance Program, Voluntary Benefits and Employee Discounts, Career Development, Disability benefits, Life Insurance, Parental leave, Adoption benefits, Tuition Reimbursement

Skills & Requirements

Must-have

  • Develop training materials and knowledge articles
  • Identify training needs and strategy
  • Deploy a wide variety of training methods
  • Create effective Customer Experience foundation
  • Understand training trends and best practices
  • Collaborate with internal departments and SMEs

Nice-to-have

  • Build a better, more sustainable world
  • Problem solving and innovation
  • Global team collaboration
  • Proactively develop personal digital acumen

Key Requirements

  • Four-year degree with experience in progressive training assignments
  • Proven experience working within a contact center environment
  • Demonstrated knowledge of adult learning techniques
  • Knowledge of Microsoft Word, PowerPoint, Excel, and Co-Pilot
  • Experience working with Contact center tools
  • Solid understanding of the Business Process Outsourcing industry

Work Rights

Not specified

Tailored Resume

Cover Letter