CEC Sr. Specialist, Training & Content Mng

At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.

Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.Join us in our exciting quest to build the future home.All about this role:The Consumer Direct Interaction team (CDI) vision is to

'create outstanding branded consumer experiences that make engaging directly with us the preferred choice'

for our consumers. The Senior Specialist, Training and Content Management will play a crucial role by helping to execute and create knowledge management content, training programs, and quality assurance initiatives. This role will focus on driving process understanding of end-to-end Business to Consumer and Direct to Consumer activities. This position will actively support both our offshore and onshore teams to ensure daily consumer interactions are handled effectively, within company policy, procedure, and system requirements. In this role, you will report to the Area Manager, Content ManagementESSENTIAL DUTIES AND RESPONSIBILITIES

Collaborate with subject matter experts, instructional designer & other business stakeholders to develop knowledge articles and end user training material.Coordinate training sessions, both onshore and offshore, working with dedicated trainers to ensure timely and effective delivery of content.Facilitate, evaluate, and administer assessments during live training sessions to ensure effective learning.Provide upskilling training to agents as needed based alignment with leadership and training department.Evaluate, identify, and execute opportunities to drive process improvements that deliver effortless consumer experiences across channels.Drive initiatives across B2C & D2C that improve sales opportunities, including upselling & cross selling.Participate in weekly review of team operational performance with leadership to ensure performance goals are achieved.Represent CEC in cross-functional projects, with a focus on consumer and agent touchpoint.Create an environment of data driven continuous improvement.Promote an environment of inclusion and Teamship.Who you are:You are a focused, driven professional, with a passion for improving customer experience through people development, using digital tools and enablement. You have a strong service mindset - towards the consumers and towards the internal collaborators. You feel comfortable sharing your opinion and at the same time listening and understanding the business needs as expressed by your collaborators.MINIMUM QUALIFICATIONS

Bachelor's Degree, strongly preferredMinimum 5 years of relevant work experience including background in consumer facing and call center environmentMinimum 2 years of training experience with demonstrated strengths of content creation and training executionAdvanced skills in Excel and PowerPointExperience with all Microsoft Office tools, and ability to quickly learn multiple applicationsKNOWLEDGE, SKILLS & ABILITIES REQUIRED

Strong problem solving, critical thinking and analytical abilityExcellent communication and coaching skills, both verbal and written, with ability to interact with varying levels in the organizationUnderstanding of customer service and sales soft skillsSuperior commitment to customer and consumer satisfactionProven ability to work cross-functionallyHighly organized with strong attention to detailSuperior follow-up and follow-through skillsHighly energetic and success-driven leader and team playerAbility to lead and drive changeSuperior time management skills and ability to prioritizeAbility to maintain confidentiality regarding proprietary company informationPHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.WORK ENVIRONMENT

This position works in a typical office environment. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.INTERNAL/EXTERNAL COMMUNICATION

This position requires frequent communication with internal and external customers. This position also requires the employee to communicate with management on a frequent basis.Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized because of such a request.