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Learning And Development Specialist

4 months ago

Chicago, United States Hillview Consulting Solutions Full time

L&D Specialist/ Training Specialist

Onsite in Chicago IL ( 5 days per week)

7+ Month contract


Payrate- 38.5/hr on W2


Manager Notes:

HM team is responsible for training for US&Canada

- Currently, the team consist of FTE. This is a backfill for a FTE role.

- Responsible for the implementation of L&D.

- 3 verticals. First team does intake with managers / business partners, 2nd vertical is design team / training solutions. 3rd vertical, Delivery Team (implementation) This is HM team.

- day to day includes communication with vendors, BPO, letting them know that training is coming, sharing timelines and expectations.

- Greenlight, they will be in charge of logistical portion. Requesting training to be schedules. Communication to other teams. Tracking completion and providing completion update. Reporting training effectiveness. Measure to see if the goal met it's KPI. If it's not met, they will need to re-evaulate.

- On-boarding new agents, preparation and facilitation of onboarding. This will be about 2 -3 weeks long. Providing basic content or specific product content.

- Responsibility for continuous improvement. EXT will be assigned to specific LOB. Shadow and handle tickets so they can be SME. Become business partners and help identified opportunities on processes.

- 100% onsite in Chicago (downtown) Monday - Friday 9am - 530pm CST

- 2 - 5 years of experience is sweet spot.

- Searching for experience in facilitating and any Learning Management System (LMS).

COE - Center of Excellence (managed, virtual chat support / phone support, ticketing)



Job description


We are looking for a Learning Delivery Specialist to facilitate and implement our training programs across Community Operations. This role is pivotal in ensuring we’re able to create the best learning experience to increase retention and transfer of both technical and non-technical subject matter.In this role you will support our CS community to become more proficient in their role and perform at their best.


What You’ll Do


Support Instructor led and virtual instructor led learning delivery in more than one environment (BPO/COE/GL), region and multiple LOBs

Deliver train the trainer events

Review training content and design (provide input / feedback)

May conduct projects or perform tasks or larger projects

Deployment of eLearning initiatives

Measure performance post-training and act when goals were not met

Spend time with the Field support team to stay up-to-date with their processes and training needs


Basic Qualifications

External

2+ years L&D experience

Previous facilitation experience

Skilled in Google Suite

Customer Support experience in a high-volume environment


Internal

Beginner stakeholder management

Intermediate facilitation skills

One completed performance cycle or minimum of six months in prior role


Preferred Qualifications

Subject matter expertise in Learning and Development

Time management, and prioritization skills

Strong written, verbal, and visual communication skills