Performance Consultant Job in Huntsville, Alabama US
Performance Consultant
Description Serves as performance consultant for our corporate and site partners in order to enhance and drive business performance and results. Identifies performance gaps and identifies appropriate solutions to improve performance. Works with Customer Care leadership, Learning Development, Quality Assurance Analytics, Communications, and Online Learning and agent policy and process guidance teams to identify and make recommendations to enhance performance opportunities. Champion training initiatives to ensure successful training impact. Measure impact of performance improvement initiatives and reports results. Completes ongoing learning related to project management, performance assessment, and adult learning. Role models leadership characteristics. Conducts needs and performance assessments, identifies appropriate solutions and key success measures, collaborates with business owners and subject matter experts; and maintains project plans. Coordinates train-the-trainer activities in partnership with instructional design and/or eLearning specialists. Evaluates the success of key projects while working closely with business leaders, subject matter experts, developers, and vendors. As part of project and initiative work, collaborates with agent policy and process guidance writers, and Communication Specialists to ensure proper design and consistent delivery methodology of the recommended solution(s). Makes recommendations for content and delivery system changes. Consults with corporate and site partners regarding organizational effectiveness and performance needs. Collaborates with peers to identify trends and opportunities not part of the normal initiative review process. Makes recommendations for training initiatives to improve customer care training effectiveness and performance. Performs other related duties and responsibilities as assigned and/or required. Consults with corporate and site partners regarding organizational effectiveness and performance needs. Collaborates with peers to identify trends and opportunities not part of the normal initiative review process. This position would preferably be located at our Denver, CO, Boise, ID, or Huntsville, AL call centers with possible consideration for locations of Huntington, WV, Missoula, MT or Tulsa, OK.