Rose International INC Trainer in Lake Forest, Illinois

Position Title: Trainer

Position Number: 279971

Location: Lake Forest, IL

Desired Skill Set:

Analysis, Customer Service, Training

Position Description:


Training Design and Development Contractor

Duration: 3 months

Lake Forest IL 60045

Major purpose: Re-design, develop, and help implement a new New Hire training program for the Standard Service Contact Center organization that achieves the desired team member knowledge, skills, and proficiency outcomes to provide an effortless customer experience. Design and Development will be based on output from Training Program Consultant.

Major responsibilities and duties:

• Works closely with Training Program Consultant to understand desired outcome and Program design recommendation.

• Develop identified quick wins for incremental improvement while continuing to build new program.

• Build future state modules (modular), materials, facilitator guides, participant guides, Academy process, timing

• Review, revise future state materials with trainers

• Ensure existing training team has what they need to be successful to deliver the training, and provide on-going maintenance

• Participate in pilot of redesigned future state training program by sitting in class observing, gathering feedback from trainer, learner, leaders

• Updates/changes from pilot

• Trainer alignment

• Deploy new program


• Quality output and speed to deliver are critical

• Experience designing and developing new hire training programs involving systems/technical, processes, people, culture

• Passion and expertise at designing and developing new hire training programs that deliver an exceptional and effortless experience for team members and the end customers

• Contact Center experience

• Establish partnerships across all levels of the organization

• Excellent communication and train the trainer skills

Impact on organization:

Work relationships Training Program Consultant

Current CC Training Team and leaders

Cross functional support teams – Analytics, Quality, CC Leadership Team

Operations - Front line TMs and Leaders


Other Training departments

Additional Job Requirements

• Prior design and development experience for new hire training programs a must especially for a professional and technical front line contact center role

• Experience with multiple different development and delivery methodologies and technology options

• Ability to communicate across all levels - Front line up to Director level

• Work effectively independently and with teams

• Take a seek to understand approach as to why things are the way they are, rather than judging

• Work under tight timelines


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Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, arrest and conviction records, or any other characteristic protected by law. Positions located in San Francisco, California and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify).

(Posting required by OCGA 13/10-91.)