[Remote] Learning Delivery Analyst
Note: The job is a remote job and is open to candidates in USA. Liveops provides outsourced customer service solutions through technology and a flexible workforce model. The Learning Delivery Analyst leads and delivers agent training and certification programs, coordinates learning resources, analyzes results, and improves delivery outcomes across multiple programs.
Responsibilities
- Drive implementation of certification best practices
- Collaborate closely with internal and external customers
- Identify opportunities to improve learning throughout agent lifecycle
- Mentor new members of the team 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, utilizing Liveops channels
- Learn various systems and troubleshoot with agents
- Participate in special projects as assigned
- Fulfill additional responsibilities as required within the scope of the position
- Ability to sit or stand at a desk for extended periods of time 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 work a flexible work schedule that includes days, nights, overnights, weekends, and holidays
- Diligently follow Learning Team guidelines, including managing calendars, and adhering to time-off protocols to ensure seamless team operations
- Leading and coordinating agent certification
- Analyzing agent performance and making improvements
- Managing certification schedules and communicating with agents
Skills
- 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 and able to handle impromptu changes in direction
- Ability to sit or stand at a desk for extended periods of time 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 work a flexible work schedule that includes days, nights, overnights, weekends, and holidays
Benefits
- Salaried, full-time employment
- Flexible work schedule that includes days, nights, overnights, weekends, and holidays
- On-camera virtual meetings and agent sessions
- Work independently
Company Overview