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Why Gallo?
With a global portfolio of over 100 unique wine and spirits brands, we are the largest family-owned winery in the world. Apply Today! Our Brands. Your Future.
Summary:
Develops, implements, and delivers Training and Development programs to support Gallo’s new and existing Consumer Engagement team members. Partners with subject matter experts and leadership to enhance standard process workflows and advance the efficiency and skill of team members. Ensures the Consumer Engagement knowledge base and standard operating procedures are up-to-date and accurate. Facilitates a culture of continuous learning.
Essential Functions:
- Builds talent capabilities by delivering or updating training programs and practices.
- Creates and delivers multiple methods of training for front line call center employees to include: elearning, infographics, instructor-led training content, videos, activities, and learning resources.
- Creates and maintains course content, manuals or other training materials.
- Consults with subject matter experts and stakeholders in the creation of content and design materials to meet learning outcomes.
- Conducts program evaluations to determine training effectiveness and recommends program changes to management. Evaluates learning programs results for knowledge gaps.
- Works with consumer Engagement leadership to identify training needs and goals. This includes actively participating in the quality assurance process and aiding in the discovery of service gaps and opportunities.
- Designs, develops and delivers training materials to include e-learning modules, video, job aids, and instructor-led training that supports new hire, refresher, ad hoc and individual development training.
- Evaluates the effectiveness of training programs and make recommendations for improvement.
- Collaborates with other departments to ensure training materials are accurate and up to date.
- Stays up to date with the latest trends and best practices in customer service Training and incorporating into training programs.
- Maintains and updates the knowledge base articles and standard operating procedures that are used by the team to ensure they contain accurate and up-to-date information and support the AI function for consumer facing support (i.e chat bots).
- Supports the enhancement of AI tools within Consumer Engagement by teaching Consumer Service Representative how to work effectively with AI systems, ensuring that they are able to assist consumers with complex inquiries that may require AI support.
- Enhances training programs to meet changing industry trends and business objectives.
- Manages content libraries for team functions with experience using learning management systems (LMS) to house training, assessments, and tracking completion of each.
- Identifies and communicates trainees’ strengths and areas of opportunity in the initial training process.
- Creates a safe and inclusive learning environment.
- Supports a collaborative team environment through open communication, cooperation, regular feedback, and trust.
- Anticipates needs of individuals and groups; modifies one’s own verbal and non-verbal mannerisms to engage and build trust.
- Promotes a positive corporate culture by exhibiting a strong level of professionalism.
- Efficiently manages time and workload in a fast-paced environment.
- Must maintain satisfactory attendance, to include timeliness.
- Responsible for understanding and complying with applicable quality, environmental and safety regulatory considerations. If accountable for the work of others, responsible for ensuring their understanding and compliance.
Minimum Qualifications:
- Bachelor’s Degree plus 2 years of marketing, sales, customer service, education or human resources experience to include training experience reflecting increasing levels of responsibility; OR High School diploma or State-issued equivalency certificate plus 6 years of marketing, sales, customer service, education or human resources experience to include training experience reflecting increasing levels of responsibility.
- Exceptional verbal, written, and interpersonal communication skills.
- Familiar with Instructional Design methodology.
- General knowledge of facilitation techniques for in person and/or virtual learning.
- Basic skills to include: MS Office Suite.
- General knowledge of change management and project management systems.
- Familiar with Training and Development principles and terminologies.
- Required to travel to company offices, sites, and/or meeting locations for onboarding, training, meetings, and events for development, department needs, and business delivery up to 5% of the time, with or without reasonable accommodation. This may be in addition to travel requirements, if applicable, as listed in this job description.
- Required to be 18 years or older. This may be in addition to other age requirements, if applicable, as listed in this job description.
Preferred Qualifications:
- Bachelor’s Degree in Instructional Design, Business, Education, or Communications plus 4 years of training experience reflecting increasing levels of responsibility.
- Project management and leadership development training experience.
- Knowledge of adult learning theory and instructional systems design.
- Experience designing, developing, and delivering training courses and content.
- Thorough knowledge of learning technologies to include learning management systems and eLearning authoring tools.
- Experience writing reports, business correspondence and procedure manuals.
Gallo does not sponsor for employment based visas for this position now or in the future.
Compensation
- Hiring Pay Range: $31.45 - $47.12/Hour
- Actual compensation amount paid may be lower or higher to be determined by factors other than race and gender such as the education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.
Perks & Benefits
- This position includes a competitive benefits package.
- Please click here to view our full list of benefits or click here to watch our video.
To view a full job description, please click here.
Job Requisition ID: 104109
#LI-AJ1
MAR001
Recruiter: Adam Johnson
Posting End Date: 5/2/2024
Gallo’s policy is to afford equal employment opportunity to all applicants and employees and not to discriminate on the basis of race, traits historically associated with race, including but not limited to, hair texture and protective hairstyles (such as braids, locks, and twists), color, national origin, ancestry, creed, religion, physical disability, mental disability, medical condition as defined by applicable state law (including cancer and predisposing genetic characteristics), genetic information, marital status, familial status, sex, gender, gender identity, gender expression, sexual orientation (actual or perceived), transgender status, sex stereotyping, pregnancy, childbirth or related medical conditions, reproductive health decision making, age, military or veteran status, domestic violence or sexual assault victim status, or any other basis protected by applicable law. Nor will Gallo discriminate based on a perception that an individual has any of the foregoing characteristics or is associated with a person who has, or is perceived to have, any of those characteristics.
Gallo will comply with state and local laws prohibit discrimination for lawful out-of-work behavior, such as off-duty use of cannabis away from the workplace (subject to federal and state law exceptions), the existence of non-psychoactive cannabis metabolites in hair, blood, urine, or other bodily fluids as determined by a drug screening test (subject to federal and state law exceptions).
We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gallo is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at 209.341.7000.
Gallo is enrolled in the Department of Homeland Security's E-Verifying program and will use the program to verify the employment eligibility of all newly hired employees as required.
E-Verify Notice
Right to Work
Employee Polygraph Protection Act
