Curriculum Manager manages the design and development of training programs, curriculum, methods, and materials for various audiences, including employees, managers, customers, or other learners. Oversees skill assessments and collects input to identify training or development needs, goals, gaps, and requirements. Being a Curriculum Manager consults with subject matter experts to define learning objectives and to design appropriate course content and training curriculum. Develops curricula supporting defined competency models or skill frameworks. Additionally, Curriculum Manager provides outlines, syllabus, lecture notes, and materials for in-person or online courses and self-study programs. Participates in the selection of software or collaboration tools used for training. Establishes metrics used to evaluate training effectiveness and analyzes outcomes to determine ROI and recommend changes to programs. May select and manage vendors that provide training materials or conduct training. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Curriculum Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Curriculum Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Position’s Contributions to Work Group:
- Identify training and developmental needs and drive suitable training initiatives that deliver on our brand promise. Responsible for the development of effective training process, curriculum, knowledge articles that deliver a world-class customer experience. Will lead training efforts for our Client Digital Support/Contact Center Operation and will partner with 3rd party contact centers in leading new program startups and ongoing operations. Will ensure a seamless handoff of all training and quality related activities to our 3rd party suppliers and will work to develop regular reviews of all knowledge articles and curriculum materials.
Typical task breakdown:
- Collaborate with team members on building front line agent processes.
- Develop, build and refresh training curriculum.
- Educate Trainers on how to deliver training curriculum.
- Build and maintain knowledge articles.
- Attend necessary business meetings.
Interaction with team:
- Extremely collaborative environment
Must possess emotional intelligence
- High communication skills
Work environment:
Will need to go into the office a minimum of 1 day ( 501 Southwest Jefferson, Peoria, IL ) and/or Chicago, IL office
Education & Experience Required:
- 4 year education or communication degree and/or if they do not have a degree, they must have minimum 2 years combined experience working within a contact center environment, developing training curriculum for frontline agents or as a Training lead.
- plus 5 years exp with developing training materials (Nice to have **)
- ** Will take experience more important than the education
Technical Skills
(Required)
- Knowledge of Microsoft Word, PowerPoint (Intermediate), and Excel.
- Superior written communication skills
- Able to develop/explain complex processes in a foundational manner.
- Delivering training experience to a large group of people a plus
(Desired)
- Knowledge of Salesforce.
- Customer service background a plus
Soft Skills
(Required)
- Must possess superior human relation skills and excellent verbal and written communication skills.
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Job Type: Contract
Pay: $35.00 - $40.00 per hour
Schedule:
Experience:
Work Location: In person
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