Learning Delivery Analyst

Job Description:

• Lead and deliver successful training and onboarding experiences for agents
• Meet graduation rate goals across multiple programs
• Collaborate in executing agent certifications for assigned programs
• Coordinate learning activities and resources while following established best practices
• Develop and deliver content based on accepted learning principles
• Analyze class results and previous trends and adjust delivery activities to improve results
• Work closely with Learning Team leadership and cross-functional partners
• Drive implementation of certification best practices
• Collaborate with internal and external customers
• Identify opportunities to improve learning throughout the agent lifecycle
• Mentor new team members, including contract facilitators
• Deliver certification content in an engaging and effective manner
• Develop relevant activities and resources to maximize learning
• Develop and distribute agent communications using Liveops channels
• Learn various systems and troubleshoot with agents
• Participate in special projects and fulfill additional responsibilities within the scope of the position
• Lead and coordinate agent certification
• Analyze agent performance and make improvements
• Manage certification schedules and communicate with agents

Requirements:

• Bachelor’s Degree or equivalent years of work experience required
• 5-7 years’ experience in a project management, mentor or lead role
• 5-7 years’ experience in training; virtual experience preferred
• Experience developing learning activities and content
• Experience working directly with internal and external partners
• Thorough knowledge of Microsoft Office suite, Salesforce, and reporting best practices
• Expert multi-tasker able to handle impromptu changes in direction
• Ability to sit or stand at a desk for extended periods while working on a computer
• Available for on-camera virtual meetings and agent sessions in a non-distracted environment
• Ability to work independently and meet deadlines
• Ability to follow Learning Team guidelines, manage calendars, and adhere to time-off protocols

Benefits:

• Flexible work schedule including days, nights, overnights, weekends, and holidays
• Remote work arrangement
• On-camera virtual meetings and agent sessions
• Opportunities to mentor new team members and contract facilitators
• Participation in special projects