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Liveops, Inc. · 17 hours ago

Learning & Development Analyst

United States

Full-time

Remote

Mid Level

3+ years exp

Liveops, Inc. partners with Fortune 500 brands to provide exceptional on-demand outsourced customer support. They are seeking a Learning & Development Analyst to create impactful training materials and manage learning programs that enhance the performance of independent contractor agents.

Cloud ComputingCrowdsourcingEnterprise SoftwareVirtual Workforce

No H1B

Responsibilities

Work closely with internal team members, client partners, and SMEs to translate business objectives into synchronous and asynchronous learning solutions and to ensure materials are accurate and effective

Plan, organize, and lead cross-functional meetings to analyze data, problem-solve, make data-based decisions and improve agent performance

Design and develop a range of engaging instructional content, using a variety of available technology and media (such as text, graphics, audio, video, interactions, etc). Ensure content is clear, concise, engaging, and aligned with learning objectives

Apply instructional design principles and adult learning theory to develop innovative and effective learning materials and to enhance existing materials that align with the client’s business objective and goals

Develop and manage learning programs that prepare agents for a variety of verticals (healthcare, retail, utilities, sales, etc.) and equip them to handle calls successfully from beginning to end call flow, system navigation, soft skills, transfers, etc

Utilize project/program management skills to stay on track with deliverables, manage client review, prioritize, and delegate tasks

Work with leaders and use strong organizational skills to adapt in a fast-paced environment and meet deadlines to deliver business objectives

Develop engaging and interactive learning content (synchronous and asynchronous) to effectively train independent agents to handle contacts for Liveops’ clients

Review and analyze agent performance data, surveys, training data, and program health metrics to identify trends, improve learning materials, and meet KPI’s

Hosts train the trainers to pass off content to facilitators and enhance others’ ability to deliver learning content effectively

Develop and implement evaluation strategies to measure curriculum effectiveness and learner performance, and then analyze the data to improve learning materials

Collaborate with the learning team regularly on a formal and informal basis. Offer your opinions and expertise to improve outcomes, provide feedback to others, and help the team grow

Participate in internal, ongoing professional development opportunities and stay in the loop on industry trends, technologies, and research in instructional design

Ability to sit or stand at a desk for extended periods of time while working on a computer

Available for virtual meetings in a non-distracted environment

Ability to work independently and meet deadlines

Developing engaging and effective training content for agents

Overseeing program design and delivery, ensuring timely completion and alignment with objectives

Partnering with stakeholders to refine training and evaluating its effectiveness to enhance agent performance

Qualification

Instructional DesignELearning Authoring ToolsData AnalysisMicrosoft Office SuiteCurriculum DevelopmentOrganizational SkillsCommunication SkillsProject ManagementCollaborationContinuous Learning

Required

A Bachelor's Degree in Education, Instructional Design, Media or relevant program or certificate

Minimum 3 years' experience designing training curricula and all corresponding program elements, including product, behavioral, and systems training, or 3 years of experience in a related field (such as education, design, etc.)

Ability to write effectively for a variety of audiences, including learners, peers, and leadership. For example, draft effective communications, plan and organize meetings, etc

Excellent organizational skills and detail orientation, time management, comfortable prioritizing and managing tasks, delegating tasks, and a keen eye for detail

Experience using industry standard eLearning authoring tools (i.e., Articulate Rise and Storyline, Camtasia, etc.) to create eLearning

Experience using Microsoft Office Suite to communicate and schedule meetings, analyze spreadsheet data, create job aids, and design presentations for live facilitation

A strong portfolio of learning materials that highlights your ability to use a variety of development strategies and techniques

Ability to design effective and interactive simulations of client systems (virtual desktops, CRM's, etc.) using eLearning software

Strong desire and ability to gather, analyze and act on the results you find

Ability to create and meet deadlines as well as prioritize in a fast-paced, dynamic setting

Ability to effectively plan, lead, and participate in virtual meetings in a distraction-free environment

Above all you should possess a passion for continuous learning, for making learning fun, learning from others, collaborating, and developing your skills in the Instructional Design field

Must be down to Earth, well natured, willing to dive right in and scale up fast