Project Alight CARE
il y a 4 semaines
Project Alight CARE - Business Instructor (BI) Job Description
This is a temporary position, only available to Project Alight CARE Ambassadors. During AE, Ambassadors move into the BI Role to train classes. Once AE is over, anyone in the BI role would return to the phones.
The Customer Care Business Instructor (BI) is responsible for delivery of the CC ELITE curriculum, or similar Customer Care training, in classroom and/or virtual learning environments. The Business Instructor’s goal is to prepare new Customer Care Representatives (CCRs) to successfully manage live customer calls. The BI serves as a role model for expected behaviors while emphasizing the importance of high quality in day-to-day job responsibilities.
Responsibilities
- Present training materials in a dynamic way that enhances the curriculum goals/objectives and is consistent with Adult Learning principles.
- Serve as a subject matter expert for the Customer Care Representative role and associated responsibilities, as well as demonstrate domain knowledge and experience with CC tools.
- Observe, coach, and provide feedback to learners to ensure their success in the CCR role.
- Confirm the learning environment consists of the proper materials, equipment and technology required for training delivery.
- Guide new CCRs on how to properly access and navigate needed systems and applications, including best practices.
- Troubleshoot technology issues, such as day one access, and escalate any unresolved issues in a timely manner.
- Assess learner progress, identify potential Learning Plan needs, and deliver Learning Plan conversations and lead subsequent Learning Plan activities.
- Track and report learner-related metrics to measure training effectiveness (e.g., assessment results, learning plan status, course completion).
- Meet with aligned Lead BI and/or CC Learning team to review any questions related to curriculum, learner performance, or administrative tasks.
- Attend BI Train-the-Trainer, and complete other preparation activities.
- Maintain an elevated level of integrity and confidentiality, and support of Alight’s Code of Conduct and other related policies.
Requirements
- Must be an Ambassador on Project Alight CARE.
- Cannot be on any corrective action.
- Must be able to attend all BI training sessions with the client.
- Need to be flexible with your schedule.
- Meeting performance expectations of current role (not currently on an Improvement Plan).
- Meet the Drive Quality expectations according to your CCR Level.
- Demonstrated proficiency with CC desktop tools; if supporting Large Market, knowledge of CS Pro/TBA; if supporting Enterprise Benefits, knowledge of HWE or CBA tools.
- Demonstrated proficiency and knowledge of required domain.
- Experience leading training (e.g. CC ELITE, client specific, other) a plus, or strong desire to develop presentation skills.
- Exhibit excellent verbal and written communication skills.
- Work well with different personality styles and able to build relationships with others.
- Ability to provide positive and constructive feedback, and desire to coach/mentor others.
- During assignment, 100% dedication to BI role; ability to delegate all client work while in role.
- During assignment, no time off scheduled.
- During assignments, the ability to work up to a minimum of 5 hours of overtime per week, when needed to work with learners on Learning Plans, and/or to prepare for training.
- Demonstrated flexibility and adaptability, and strong critical thinking skills.
- Demonstrated some proficiency with Microsoft Word, Excel, PowerPoint, and Microsoft Teams.
- Attend CC ELITE: Business Instructor Train-the-Trainer (TTT) prior to training assignment.
- As needed, ability to facilitate in virtual environment and leverage online meeting room features to keep learners engaged.
Additional Information:
Pay Rate is $18.50 per hour while actively supporting training in this role.
Standard project technical requirements.
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