Senior Learning Specialist

Job Summary

The Sr. Learning Specialist is accountable for the content and delivery for training the Customer Care and Retention organizations. This person is responsible for the preparation and delivery of the Customer Care & Retention training programs. They’ll develop curriculum that provides transparency on the operational, technical, and soft skills needed by outlining clear expectations to be successful. This includes all training programs from new hire training, upskilling, new product training, desktop and/or tool enhancements and overall certification and recertification.
The Sr. Learning Specialist oversees the developmental needs of BPO and direct-hire staff, ensuring that there is consistency with core competencies and goals. This person will assess the usability and effectiveness of deployed knowledge to support agent performance. The Sr. Learning Specialist works in collaboration with the BPO trainers and internal leadership to determine training needs for the team and works to ensure that all training is consistent. The Sr. Learning Specialist creatively designs training to enhance performance and works with departmental leaders to recognize outstanding achievement. 
The Sr. Learning Specialist liaises with the Quality, Process and Readiness organizations to provide support and help drive innovation for all knowledge content and ensures full alignment quality expectations to ensure the goals and strategies which support the company’s vision are achieved.  

Responsibilities

• Deliver new-hire onboarding and ongoing training, in the form of “Train-the-Trainer” or direct to staff for Care and Retention Frontline agent and Leadership roles.
• Organize and assist in the design of training, and ongoing initiatives which lead to improved speed to proficiency. 
• Develop mastery level knowledge in all products, services, order entry and contact center/retention tools, policies, procedures and best practices.
• Utilize various instructional techniques and formats such as simulations, team activities, group discussion, role-playing, videos and lectures along with leading the training initiatives and special projects.
• Measure compliance to established training curriculum through methods such as in person observations, audits, metrics, testing, and focus groups.
• Work in partnership with Readiness on needed training and programs for all new product launches and process enhancements/redesigns.
• Continuously improve the learning experience by collaborating with the business. 
• Ensure all training curriculums support the intent of the initiative for successful implementation.
• Facilitate agent focus groups and proper action planning post onboarding to uncover improvement opportunities framed from an agent perspective.
• Ensure training aligns with Agent KPIs to measure results.

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Qualifications

• Management Skills 
• Proven training development and design, project management, process management, and operations management skills
• Ability to prioritize and organize multiple projects concurrently
• Management skills necessary to effectuate change over cross-functional areas
• Strong leadership, motivational and interpersonal skills
• Excellent oral and written communication abilities required
• Strong cross-functional and cross-organizational integration skills
• Proven facilitation skills that engage and excite participants
• Must have the ability to travel to various office locations within the international Altice USA staffing footprint

Technical/Functional Competencies 

• Ability to manage the full training cycle, delivery and management of multi-channel training classroom, webinar and self-paced learning required.
• Demonstrated ability to create impact assessments & strategies for frontline personnel
• Training content development experience
• Demonstrated presentation skills and experience using Learning Management Systems (LMS)
• Understanding of Process Management software (MS Project, Visio, etc.)
• Proficiency with MS suite (Excel, Word, Access, and PowerPoint) programs and systems 
• Strong design competencies including aesthetic, usability, and functional design
• Exceptional user-centered design and research practices
• Ability to articulate and document business requirements and design concepts

Key Experiences/Achievements 

• Minimum of five (5) years’ experience in large operational organizations, preferably within a customer service function delivering learning sessions, including live group presentations and virtual classes using web-conferencing tools
• Degree or equivalent experience in education and/or Certification in Training & Development (or equivalent work experience)
• Superior verbal, written, and listening communications skills
• Strong leadership qualities with a demonstrated ability to influence a cross-functional team and top management to follow a defined course of action 
• Experience assessing the usability and effectiveness of deployed knowledge
• Experience working collaboratively with other departments to assure knowledge resources and training products produce a seamless experience for staff
• Demonstrated commitment to teaching and training, with a proven ability to contribute to the planning and delivery of an effective training program
• Experience in content creation, maintenance of training processes, and the successful development and execution of ongoing training and development programs