Learning Facilitation Analyst

Learning Facilitation Analyst

The Agent Readiness Team (ART) is tasked with delivering best-in-class experience to newly contracted and existing independent contractor agents as they certify for client programs. As a Learning Facilitation Analyst, you will be responsible for leading and delivering successful training and onboarding experiences for agents while meeting graduation rate goals across multiple programs.

The Purpose of Your Role

As a critical member of a certification team, you will collaborate in executing agent certifications for your assigned program(s). You will coordinate learning activities and resources while ensuring that all established best practices are followed. You will develop and deliver content based on accepted learning principles. You will analyze class results and previous trends and quickly adjust delivery activities to improve results. You’ll work closely with ART leadership and cross-functional partners. This position plays a pivotal role in improving the lives of Liveops agents.

The Qualifications We’re Looking For

• Bachelor’s Degree or equivalent years of work experience required
• 5-7 years’ experience in a project management, mentor or lead role
• 5-7 years’ experience in training (virtual experience preferred)
• Experience developing learning activities and content
• Experience working directly with internal and external partners
• Thorough knowledge of Microsoft Office suite, Salesforce, and reporting best
• practices
• Expert multi-tasker and able to handle impromptu changes in direction

The Competencies You Bring

Planning and Organizing * Data Gathering and Analysis * Presentation Skills * Individual Impact and Influence * Results Orientation

The Value You Deliver

• Drive implementation of certification best practices
• Collaborate closely with internal and external customers
• Identify opportunities to improve learning throughout agent lifecycle
• Mentor new members of the team including contract facilitators
• Deliver certification content in an engaging and effective manner
• Develop relevant activities and resources to maximize learning
• Develop and distribute agent communications, utilizing Liveops channels
• Learn various systems and troubleshoot with agents
• Participate in special projects as assigned
• Fulfill additional responsibilities as required within the scope of the position

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods of time while working on a
• Available for on-camera virtual meetings and agent sessions in a non-distracted
• Ability to work independently and meet deadlines.
• Ability to work a flexible work schedule that includes days, nights, overnights,
• weekends, and holidays.
• Diligently follow Agent Readiness Team guidelines, including managing calendars, and adhering to time-off protocols to ensure seamless team
• Leading and coordinating agent certification.
• Analyzing agent performance and making improvements.
• Managing certification schedules and communicating with agents.

About Liveops:

Liveops partners with Fortune 500 brands to provide exceptional on-demand outsourced customer support, specializing in healthcare, retail, insurance, and financial services. Our people-first approach enables us to deliver high-quality, scalable solutions that help our clients exceed their customer service goals. As a Liveops employee, you’ll be part of a collaborative, purpose-driven culture that values curiosity, innovation, and results. We pride ourselves on fostering an inclusive and supportive environment, with resources like our employee resource groups, wellness program, and other initiatives that empower employees to thrive personally and professionally. Liveops offers excellent benefits, including comprehensive insurance, a 401(k) match, and a flexible vacation plan, ensuring balance and well-being for our team members.

Eligibility Requirements

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.

Equal Opportunity Employer