Training Content Writer - Call Center (3M Contract-to-Hire)

Job Locations US-TX-Dallas
Posted Date 3 weeks ago(1/30/2018 3:18 PM)
Job ID
1956
# of Openings
1
Category
Training-Readiness

Overview

***Sample work products and job assessments are required***

 

Stream is seeking a skilled content and curriculum writer to research, write, proofread, edit and organize training content designed to drive operational efficiency and enhance the customer experience.  Call Center experience is required and creating training content in the Energy/Utility industry is a plus.

Responsibilities

  • Collaborate and communicate with IT, Marketing, Field Training, and Operations subject-matter experts to develop processes, work instructions, and training content for contact center agents
  • Ensures all communications to the contact center are aligned with Stream’s voice, design standards and corporate policy, are available in the knowledge base on a timely manner and are designed to drive operational efficiency and improve customer satisfaction
  • Translate complex business rules into agent friendly language, facilitating transparent and accurate communications with our customers
  • Create and maintain the information architecture within the company-wide knowledge management system used by customer care agents in large-scale contact center operations
  • Ensures that all work meets established content guidelines and standards
  • Creates and manages a detailed content production schedule
  • Writes, proofreads and edits content and curriculum for training program modules
  • Recommends changes in operational processes to enhance efficiency and customer experience
  • Performs testing, training and ongoing support to users during system changes and upgrades, producing written communications prior, during, and after such changes occur
  • Deliver live and remote meetings and training sessions
  • Participate in weekly and monthly meetings to report status
  • Contribute in any capacity that can be reasonably expected of his/her experience, skills, and qualifications

Qualifications

  • A Bachelor’s degree in English, Technical Writing, Communication, Marketing, Journalism is preferred
  • Minimum of 2 years of proven writing and editing experience with an emphasis in business, instructional design, learning design or curriculum design
  • Call center experience is required, and knowledge of energy/utilities industries is highly desired
  • Solid and demonstrable command of the rules, uses and forms of the English language.
  • Experience with knowledge management systems, and change management strategy is desired
  • Expert-level proficiency in the Microsoft Office Suite (with emphasis on Word, PowerPoint, Excel, Visio, Project) 
  • Outstanding verbal and written communication skills
  • Strong interpersonal skills and problem-solving ability
  • Skilled at authoring creative, concise content under tight deadlines
  • Ability to juggle multiple projects, passionate about multi-tasking
  • Exceptional attention to detail
  • Highly competent and comfortable executing both individual, self-guided tasks and complex, cross-functional team tasks
  • Interviewing skills and ability to write Standard Operating Procedures from scratch with an interview style of curriculum development
  • Ability to turn raw notes, ideas and material into finely crafted pieces of content 
  • Other characteristics such as personal characteristics
    • Has a passion for writing, has the ability to organize, craft and refine written materials
    • Is efficient and enjoys working in a fast-paced environment
    • Is a self-starter, resourceful and demonstrates a can-do attitude
    • Is a great team player and can collaborate well with others

 

Stream is an incredibly diverse, inclusive company. We’re proud to provide equal employment opportunities (EEO) to all employees and applicants, regardless of race, color, religion, sex, national origin, age, disability or genetics, in compliance to federal law. We also comply with state and local nondiscrimination laws everywhere our company has facilities.

 

This policy touches on all aspects of employment with Stream: recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. In short: We take it  seriously, and so should you. Any kind of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability or veteran status is off limits, and could result in discipline up to and including discharge.

 

Remember: We’re a team! Respect each other and help us create an environment where everyone is empowered to do their jobs to the best of their abilities.  

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