Learning Delivery Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead and facilitate effective training and onboarding experiences for agents.

• Achieve graduation rate targets across various programs.

• Organize learning activities and resources for designated certification programs.

• Implement agent certifications while adhering to established best practices.

• Create and present content based on recognized learning principles.

• Evaluate class outcomes, agent performance, and historical trends.

• Modify delivery methods to enhance certification results.

• Collaborate with leadership from the Learning Team and cross-functional partners.

• Propel the adoption of certification best practices.

• Identify chances to enhance learning throughout the agent lifecycle.

• Mentor new team members, including contract facilitators.

• Present certification content in an engaging and effective way.

• Design relevant activities and resources to optimize learning.

• Create and disseminate agent communications via Liveops channels.

• Familiarize with various systems and assist agents in troubleshooting.

• Oversee certification schedules and maintain communication with agents.

• Engage in special projects and undertake additional responsibilities within the role’s scope.

⛳️ Requirements

• Bachelor’s Degree or equivalent work experience is required.

• 5-7 years of experience in project management, mentoring, or a leadership role.

• 5-7 years of training experience (virtual training preferred).

• Proven experience in developing learning activities and content.

• Experience working directly with both internal and external partners.

• Comprehensive knowledge of Microsoft Office Suite, Salesforce, and reporting best practices.

• Exceptional multitasking abilities and capable of adapting to spontaneous changes.

• Ability to work independently and meet deadlines.

• Willingness to work a flexible schedule, including days, nights, overnights, weekends, and holidays.

• Capacity to sit or stand at a desk for extended periods while using a computer.

• Available for on-camera virtual meetings and agent sessions in a distraction-free environment.

🏝️ Benefits

• Flexible work schedule.

• Remote work opportunities.

• Participation in on-camera virtual meetings and agent sessions.

• Chance to mentor new team members.

• Involvement in special projects.