- Location: Peoria, Illinois
- Type: Contract
- Job #104809
Job Title : Business Development Consultant 3
Location : Peoria, IL
Job Type: W2 Contract
Expected hours per week: 40 hours per week
Schedule: Hybrid (Monday-Friday)
Pay Range: $38 - 40 per hour Job Description: Supports customer and dealer self-service by analyzing dashboard data, identifying trends, and developing solutions that improve the support experience. This role creates public-facing self-help content, improves help center search performance, and helps ensure content remains accurate, consistent, and effective.
Position's Contributions to Work Group : - Identifies training and development needs and leads initiatives that support the brand promise.
- Responsibilities include designing and implementing training processes, curriculum, and knowledge articles that strengthen the customer experience.
- This role also leads training for the Cat Customer Support team and partners with third-party global contact centers to support new program launches, ongoing operations, and smooth handoffs of training and quality activities.
- Collaborates across teams to align training, content, and process strategies while driving continuous improvement across support and learning experiences.
Typical task breakdown: - Research and curate public-facing self-service support material, including FAQs
- Maintain help center tool by submitting enhancement requests, support tickets, and testing functionality
- Coordinate content approval process with brand and legal teams and submit requests for content translations
- Increase effectiveness of self-service content by analyzing and optimizing search results
- Develop subject matter expertise in the supported product, CRMI tool, and help center strategy
- Work with internal departments and SMEs to build and maintain knowledge articles and procedures
- Identify training needs and provide guidance on overall training strategy
- Liaise with Contact Center training lead and 3rd-party training resources to ensure compliance with standards
- Deploy a variety of training methods (hands-on, classroom, global delivery)
- Create foundational customer experience training for internal teams and global third-party partners
- Maintain awareness of training trends, developments, and best practices
- Participate in digital product NPI process and collaborate with partner organizations to execute training and/or knowledge activities
- Support digital execution aligned with enterprise tools, processes, and strategies
- Assist with coordination, communication, and alignment across internal teams and dealer partners
- Reinforce digital awareness through communication programs across regions and business units
- Support analysis of global and industry impact related to digital programs
- Assist in problem-solving efforts requiring analysis and diagnosis
- Track and monitor progress via metrics reporting
- Present monthly summaries of help center performance, data, and insights
- Understand Contact Center KPIs and drive continuous improvement initiatives
- Identify and implement opportunities to streamline processes and improve customer experience
- Ensure self-service content and knowledge articles are reviewed and kept up to date
- Maintain awareness of self-service trends, developments, and best practices.
Education & Experience Required: - Bachelor's degree (or equivalent experience) with experience in training, knowledge management, content development, or contact center operations.
- 4+ years' experience in this capacity.
Required Technical Skills - Strong organizational skills.
- Contact center experience is strongly desired.
- Demonstrated knowledge of adult learning techniques and best practices in training delivery.
- Strong written and verbal communication skills, with the ability to translate complex technical concepts into clear, user-friendly content
- At least intermediate-level knowledge of Microsoft Teams, Word, PowerPoint, Excel, Outlook, and Copilot.
Nice to Haves: - Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed
- Experience working with contact center or knowledge management tools such as Salesforce or Microsoft Dynamics 365
- Experience supporting global teams or working with localization/translation processes is a plus
- 2+ years combined experience working within a contact center environment, developing knowledge articles or training curriculum for frontline agents
#L1-NG1
#INDEOM
