Learning Delivery Analyst

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

📋 Description

• Oversee and execute successful training and onboarding experiences for agents.

• Achieve graduation rate objectives across various programs.

• Collaborate in the implementation of agent certifications for designated programs.

• Organize learning activities and resources while adhering to established best practices.

• Create and present content grounded in accepted learning principles.

• Evaluate class results and historical trends, adjusting delivery methods to enhance outcomes.

• Work closely with the Learning Team leadership and cross-functional collaborators.

• Promote the adoption of certification best practices.

• Partner with both internal and external customers.

• Identify opportunities to enhance learning throughout the agent lifecycle.

• Mentor new team members, including contract facilitators.

• Present certification content in an engaging and effective manner.

• Create relevant activities and resources to optimize learning.

• Develop and disseminate agent communications utilizing Liveops channels.

• Acquire knowledge of various systems and assist agents with troubleshooting.

• Engage in special projects and take on additional responsibilities within the role's scope.

• Lead and manage agent certification processes.

• Assess agent performance and implement improvements.

• Oversee certification schedules and maintain communication with agents.

⛳️ Requirements

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

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

• 5-7 years of experience in training, preferably in a virtual environment.

• Experience in developing learning activities and content.

• Proven experience working directly with both internal and external partners.

• In-depth knowledge of Microsoft Office suite, Salesforce, and reporting best practices.

• Highly skilled multi-tasker capable of managing unexpected changes in direction.

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

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

• Ability to work independently and meet deadlines.

• Capable of adhering to Learning Team guidelines, managing calendars, and following time-off protocols.

🏝️ Benefits

• Flexible work schedule, including days, nights, overnights, weekends, and holidays.

• Remote work arrangement available.

• On-camera virtual meetings and agent sessions.

• Opportunities to mentor new team members and contract facilitators.

• Involvement in special projects.