Learning Services Learning Specialist

Required Experience, Skills & Competencies

Position Overview

The Learning Services Specialist plays a crucial role in overseeing and administering various training programs to ensure high levels of performance in our growing call center. This position requires a unique blend of leadership, instructional design, and project management skills to develop and deliver effective training solutions that drive operational excellence and team member growth.

• Oversee and administer various training programs, including new hire and recurrent training initiatives
• Design, organize, and present course materials ensuring all training programs run smoothly and effectively
• Work with Leadership team and clients to identify training needs and review training material and processes
• Schedule and coordinate multiple, simultaneous training sessions
• Mentor program/campaign trainers to develop effective classroom training skills
• Maintain current knowledge of product updates and process changes to ensure training relevance

• Schedule training classes and manage training calendar efficiently
• Participate in Human Resources and company committees
• Implement recommended improvements to training programs
• Participate in agent level selection processes
• Perform other duties as assigned, including taking front line customer calls on a set schedule each month
• Maintain training documentation and materials
• Track and report on training effectiveness metrics
• Perform other duties as assigned including taking front line customer calls on a set schedule each month

Required Experience, Skills & Competencies

• Minimum of 1 year of previous adult training/education experience
• Demonstrable leadership experience with ability to coach, develop, and drive performance
• High School Diploma or equivalent (secondary education preferred)
• Flexibility to work various schedules in a 24/7 environment
• Ability to successfully complete a background check and employment verification

• Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)
• Ability to learn and adapt to new training technologies and platforms

• Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner
• Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner
• Effective communication skills with team members and managers at all levels
• Strong active listening skills and ability to provide constructive feedback

• Strong project management skills
• Excellent organizational and time management skills
• Ability to manage multiple priorities and deadlines
• Proven success in complex work environments
• Attention to detail and accuracy in documentation

• Ability to work independently in a dynamic, fast-paced atmosphere
• Strong commitment to maintaining confidentiality
• Self-motivated with passion for continuous improvement
• Adaptability to change and comfort with ambiguity
• Strong work ethic and professional demeanor
• Demonstrated ability to work with diverse personalities
• Resilience and patience in challenging situations

• Proven ability to coach and develop others
• Strong mentoring and feedback skills
• Ability to identify and nurture talent
• Experience in performance management and development

• 1+ years experience managing a team or equivalent
• 1+ year of call center experience or equivalent
• Post secondary education preferred
• Curriculum development…