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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.
Tavsif
- 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.
Talablar
- 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.
Imtiyozlar
- 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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