Learning Delivery Analyst

About the role

The Learning Team 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 Delivery 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 Learning Team 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 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

• 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.