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Liveops, Inc.
Liveops, Inc.
201 – 500 Angajați
B2BInteligență artificialăÎntreprindere
Liveops, Inc. oferă servicii flexibile de centre de contact și asistență pentru clienți companiilor care au nevoie de operațiuni distribuite și scalabile. Modelul său combină agenți umani cu tehnologie bazată pe inteligență artificială, inclusiv LiveNexus Agent Assist, precum și programare precisă și capabilități de securitate și conformitate concepute pentru medii reglementate. Compania sprijină serviciile pentru clienți, asistența tehnică, vânzările și generarea de clienți potențiali, operațiunile de back-office și învățarea și dezvoltarea prin echipe locale, regionale și offshore. Liveops, Inc. deservește organizații din sectoare precum sănătatea, asigurările, comerțul cu amănuntul, serviciile financiare, turismul, energia, comunicațiile și administrația publică, poziționându-și oferta B2B în jurul experienței clienților și al eficienței operaționale.
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Locurile de muncă ale companiei

Remote Learning Delivery Analyst

Lead remote training, onboarding, and certification for Liveops’ outsourced customer support agents. Analyze performance and improve graduation outcomes across client programs.

USStatele Unite ale AmericiiRemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăAnalist

Descriere

  • Lead training and onboarding for agents.
  • Meet graduation targets across multiple programs.
  • Coordinate certification delivery for assigned programs.
  • Organize learning activities and resources in line with established practices.
  • Create and deliver content grounded in learning principles.
  • Review class results and trends, then adjust delivery to improve outcomes.
  • Partner with Learning Team leaders and cross-functional colleagues.
  • Put certification best practices into practice.
  • Work with internal and external customers.
  • Find ways to improve learning throughout the agent lifecycle.
  • Guide new team members, including contract facilitators.
  • Present certification content in an engaging, effective way.
  • Create activities and resources that support learning.
  • Prepare and distribute agent communications through Liveops channels.
  • Learn relevant systems and help agents troubleshoot issues.
  • Contribute to special projects and other duties within the role’s scope.
  • Lead and organize agent certification.
  • Review agent performance and make improvements.
  • Coordinate certification schedules and communicate with agents.

Cerințe

  • Bachelor’s degree or equivalent work experience.
  • Five to seven years of experience in project management, mentoring, or a lead role.
  • Five to seven years of training experience; virtual training experience is preferred.
  • Experience creating learning activities and content.
  • Experience working directly with internal and external partners.
  • Strong knowledge of Microsoft Office, Salesforce, and reporting practices.
  • Ability to manage multiple tasks and adapt to unexpected changes in direction.
  • Ability 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 setting.
  • Ability to work independently and meet deadlines.
  • Ability to follow Learning Team guidelines, manage calendars, and comply with time-off protocols.

Beneficii

  • Flexible schedule that may include days, nights, overnight shifts, 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.

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