Senior Learning Specialist at Altice USA in Tyler, TX
Overview Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, Diversity, Inc Magazine, and Cablefax for our diversity & inclusion program. Responsibilities The Senior 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. 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. Collaborates with the BPO trainers and internal leadership to determine training needs for the team and works to ensure that all training is consistent. Creatively designs training to enhance performance and works with departmental leaders to recognize outstanding achievement. 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. DUTIES AND 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 curriculum 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. 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. 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.
Salary Range:
$80K -- $100K
Minimum Qualification
Organization Development & TrainingEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$80K -- $100K
Minimum Qualification
Organization Development & TrainingEstimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
