CAC Instructional Designer & Trainer

Mercedes Benz Atlanta, GA
About Us

Mercedes-Benz USA, headquartered in Atlanta, GA is responsible for the sales, marketing and service of all Mercedes-Benz and Maybach products in the United States. In our people, you will find tremendous commitment to our corporate values: 'PRIDE = Passion, Respect, Integrity, Discipline, and Execution'. Our products and employees reflect this dedication. We are looking for diverse top-notch individuals to join the Mercedes-Benz Team and uphold these hallmarks.

Job Overview

The CAC Instructional Designer & Trainer is responsible for delivering contact center training in a classroom/virtual setting on product/soft skills/systems utilized within the CAC and/or vendor to all new employees.

Follow-up training and mentoring with a focus on strong customer service skills to ensure initial learning is being applied to the CAC agents' everyday work.

Support the training strategy for the CAC including the development of trainings, adaption of training and training material received from other entities, and retention of training records for all CAC positions including our vendor.

Responsibilities

Deliver high-quality, comprehensive training courses to CAC and/or vendor staff for all job levels that are on-site and working remotely, using a variety of instructional techniques. Develop new training curriculum. Review & update existing training curriculum as needed.

Support the alignment of content across all training resources: TPG, Compass, Stella, and Verint to ensure it is current and properly associated.

Support the development of new hire training and continuing education for all CAC functions, including our vendor, by working with our CAC Performance Coaching Analysts, appropriate subject matter experts and managers to develop customized modules based on job functions.

Manage the training records for CAC personnel.

Create and facilitate information sessions, as needed, for continual improvement and to ensure "Best in Class" customer service. Research and report on industry news, relevant benchmarks, call center performance strategies and secondary source information that advance effectiveness.

Participate in ongoing development of Quality/Coaching strategy involving all systems and partners.

Qualifications

Education

Bachelor's Degree (accredited school) with emphasis in:

Adult Learning

Business Administration

Communications

Education

Human Resource Management

Teaching

Must have 5 - 7 years (total) of experience in the following:

Administration

Knowledge of administrative procedures, process/project development, and system procedures.

Business - General

Knowledge of fundamental business practices and concepts that impact the success and profitability of the organization.

Business Management

Knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, human resource management and efficiency and process methods.

Education

Knowledge of principles and methods for curriculum and training design, including adult learning theory, teaching and instruction for individuals and groups, and the measurement of training effects.

Vendor Management

Knowledge of Agency/Vendor management and budget management.

Analytical Skills:

Ability to review and interpret and evaluate statistical information

Project Management Skills:

Ability to organize workflow and direct tasks as well as document milestones and ROI's and resolve problems

Other Skills

Outstanding facilitation skills:

* ability to think of your feet and be flexible

* ability to create a motivational, inspiring learning experience that transfers back to the work environment

* ability to synthesize/summarize key points in a discussion

* comfortable with ambiguity – stays present under stress, maintains composure, makes decisions in the moment

Additional qualities:

* strong customer service skills with demonstrated ability to build and maintain positive working relationships

* the ability to communicate with staff of all levels in a dynamic and adaptive manner

* expertise in managing cross-organizational projects

* the ability to manage to tight timeliness

* the ability to manage classroom environment as well as pre- and post-class activities

The fully trained individual must develop and maintain comprehensive knowledge of:

MBUSA Policies & Procedures

MBUSA Mission, Goals & Vision

Departmental practices/procedures and how they apply to customers

Interdepartmental relationships and their effect on company, departmental and individual goals

Software that is applicable to the job

The incumbent must be technically knowledgeable on all products utilized within the MBUSA environment which include hardware, software and laptop PC systems

Additional Information

Must be able to work flexible hours/work schedule

Requires valid driver's license

Travel domestically and Internationally

Work weekends when required

Job Competencies:

Adaptability

Analysis & Problem Assessment

Innovation

Planning & Organizing

Problem Solution

EEO Statement

Mercedes-Benz USA is committed to fostering an inclusive environment that appreciates and leverages the diversity of our team. We provide equal employment opportunity (EEO) to all qualified applicants and employees without regard to race, color, ethnicity, gender, age, national origin, religion, marital status, veteran status, physical or other disability, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.