Learning Delivery Analyst

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

📋 Description

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

• Achieve graduation rate targets across various programs.

• Collaborate in executing agent certifications for designated programs.

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

• Create and deliver content based on recognized learning principles.

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

• Modify delivery methods to enhance results.

• Work alongside Learning Team leadership and cross-functional partners.

• Champion the implementation of certification best practices.

• Engage 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 impactful manner.

• Create relevant activities and resources to optimize learning.

• Develop and disseminate agent communications via Liveops channels.

• Familiarize with various systems and provide troubleshooting support to agents.

• Oversee certification schedules and maintain communication with agents.

• Contribute to special projects and take on additional responsibilities within the role.

⛳️ Requirements

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

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

• 5-7 years of training experience; preference for virtual experience.

• Proven experience in developing learning activities and content.

• Ability to work directly with both internal and external partners.

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

• Exceptional multi-tasking abilities, able to adapt to impromptu changes in direction.

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

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

• Ability to work independently and meet deadlines consistently.

• Commitment to following Learning Team guidelines, managing calendars, and adhering to time-off policies.

🏝️ Benefits

• Remote work opportunities.

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

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

• Opportunities to mentor new team members and contract facilitators.

• Involvement in special projects.