Learning Specialist

About Us

About Foundever

Foundever is a global leader in the customer experience (CX) industry. With 170000 associates across the globe were the team behind the best experiences for 750 of the worlds leading and digitalfirst brands. Our innovative CX solutions technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting 9 million customer conversations every day in 60 languages across 45 countries Foundever combines global strength and scale with the agile entrepreneurial approach of our founderled culture enabling companies of all sizes and industries to transform their CX.

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This position is responsible for creating curricula to support agentlevel training for multiple clients in a site or multiple virtual clients by performing the following duties and ensuring required standards of training set by the client(s) and North America Learning Services are achieved and maintained. This position includes designing developing and implementing accountspecific training for Foundever customer support agents using diverse methods including classroom instruction and elearning. It also includes the creation of standard operating procedures and workflows training guides assessments surveys user manuals and other communication materials as needed

Job Summary

• Deliver and facilitate classroom instruction ensuring employees can successfully perform required job duties and meet key performance indicators for their respective client.
• Demonstrates effective communication presentation questioning conflict resolution and employee management skills.
• Lead inspire and provide positive and constructive coaching and feedback to learners.
• Convert instructorled training into learnerled facilitation engaging all employees for a minimum of 80% of their learning.
• Document and address attendance adherence performance and behavioral issues and understand when to escalate to a manager or human resources.
• Responsible for ensuring all employees that graduate from classroom training are able to effectively handle customer contacts creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements.
• Prioritize workload complete reporting/administrative tasks during learners selfstudy or small group exercises to meet deadlines.
• Administer effective evaluation and testing techniques to assess trainee performance.
• Assure preparation and ongoing maintenance of the instructional classroom (physical or virtual) including PC configurations network connectivity audiovisual equipment props and other training supplies or tools.
• Using Subject Matter Expertise Create content for training courses using instructional design techniques
• Review and analyze course materials including instructional manuals learning aids job aids and learning evaluations such as quizzes and tests for accuracy effectiveness and update and improve as needed.
• Complete Training Needs analysis as needed and provide impactful solutions.
• Provide training reports including account training needs classroom progress individual agent progress and other performance tracking as requested by management.
• Communicates with management support agents and client representatives using professionally written email letters and memos.
• Mentors and provides customer support escalation support or coaching during nesting or extended periods of time when not engaged in classroom instruction.
• Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or FOUNDEVER Learning Services or Compliance Teams
• Meet monthly expectations with respect to handling agent tasks and meet program metrics to maintain subject matter expertise and bring this experience into the classroom
• Assist with leading corporate training initiatives
• Assist with onboarding training coaching and mentoring other trainers on facilitation skills client training and other training requirements.
• Support multiple client training programs as required.

• Routinely function as a front line agent handling customer transactions and supporting the business
• Create summary presentations of the results and impact of coursework or key initiatives to present to stakeholders
• Convert PowerPoint or other training materials into online learning content
• Develop and maintain standard operating procedures and workflows training guides and user manuals
• Support performance initiatives with training materials
• Editing documents for grammar clarity content and formatting
• Create or update layouts logos/banners videos presentations and other engaging design images for training curriculum and other learning publications
• Provides support for Training and Operations including but not limited to researching and resolving training and operational problems unexpected results or process flaws; recommend solutions or alternate methods to meet requirements.

EDUCATION

Fouryear college degree or equivalent directly related work experience.

EXPERIENCE TARGET

At least 2 years of customer service or technical support experience coaching and mentoring other associates preferably in a complex fastpaced contact center environment.

Solid understanding of training processes and practices for adults.

Excellent product knowledge for a specific vertical market.

EEO

Foundever is committed to selecting developing and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race age color religion sex creed national origin ancestry citizenship disability/handicap marital status protected veteran status uniform status sexual orientation pregnancy genetic information gender identity and expression or any other basis protected by federal state or local law. The Company forbids discrimination of all kinds whether directed at Associates applicants vendors customers or visitors. This policy applies to all terms and conditions of employment including recruitment hiring promotion compensation benefits training discipline and termination.