CX Learning & Development Coordinator

What You’ll Do

:

• Develop and enhance engaging training resources focused on voice, digital, and social support for CX frontline operations, ensuring they meet the evolving needs of agents.
• Facilitate training sessions using a variety of delivery methods, including in-person workshops, virtual sessions, train the trainer, and blended learning approaches to cater to different learning styles.
• Partner with the CX Ops team and cross-functional partners to align training programs with operational goals, ensuring relevance and effectiveness.
• Leverage feedback and data analytics to assess training effectiveness, identify areas for enhancement, and implement continuous improvement strategies.
• Provide ongoing support and guidance to participants, fostering a positive learning environment that encourages questions and collaboration.

What We’re Looking For:

• 3-4 years of experience in instructional design or training facilitation, preferably for agent audiences.
• Strong understanding of contact center operations and the tools used by frontline agents.
• Experience in developing and delivering training programs, particularly “train the trainer” methodologies.
• Ability to work collaboratively with cross-functional teams and independently to support training initiatives.
• Excellent communication skills, both written and verbal, with the ability to engage diverse audiences and facilitate discussions.
• Strong organizational skills, with the ability to manage multiple training projects simultaneously.
• Comfortable adapting to changes and providing solutions to enhance training effectiveness.
• Service mindset, prioritizing the customer experience in all training efforts.
• Ability to modify training delivery and engagement strategies based on participant feedback and learning objectives.
• A genuine enthusiasm for teaching and a commitment to helping others succeed in their learning journeys.

Preferred Qualifications:

• Experience in a technology-driven industry, particularly in consumer electronics or home security.
• Familiarity with adult learning principles and instructional design concepts.

What We Offer:

• Flexible Hybrid Schedule: Work options to accommodate your lifestyle.
• Paid Time Off: Enjoy paid holidays and additional floating holidays.
• Health Benefits: Comprehensive medical and dental coverage for you and your family.
• Career Development: Ongoing training and growth opportunities to advance your career.

What Values You’ll Share:

• Customer Obsessed: Build deep empathy for customers and develop long-term relationships.
• Aim High: Challenge yourself and others to continuously improve.
• No Ego: Embrace a "no job too small" attitude, with an open and inclusive approach.
• One Team: Collaborate effectively to achieve success.
• Lift As We Climb: Invest in the development of others and support their success.
• Lean & Nimble: Work efficiently and adaptively in a dynamic environment.