The Agent Readiness Team (ART) is tasked with delivering best-in-class experience to newly contracted and existing independent contractor agents as they certify for client programs. As a Learning Facilitation Analyst, you will be responsible for leading and delivering successful training and onboarding experiences for agents while meeting graduation rate goals across multiple programs.
The Purpose of Your Role As a critical member of a certification team, you will collaborate in executing agent certifications for your assigned program(s). You will coordinate learning activities and resources while ensuring that all established best practices are followed. You will develop and deliver content based on accepted learning principles. You will analyze class results and previous trends and quickly adjust delivery activities to improve results. You’ll work closely with ART leadership and cross-functional partners. This position plays a pivotal role in improving the lives of Liveops agents.
The Qualifications We’re Looking For
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
The Competencies You Bring: Planning and Organizing * Data Gathering and Analysis * Presentation Skills * Individual Impact and Influence * Results Orientation
The Value You Deliver
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
Essential Job Functions
Essential Job Functions Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.
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 Agent Readiness 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