Learning Professional
Department:
Capability Development / Learning Delivery
Location:
Global
Job Purpose
The Learning Professional is a resilient and culturally conscious individual who works interdependently to achieve the goals of the global learning team.
They develop the competencies of learners by identifying knowledge gaps, facilitating knowledge transfer, and managing the learning experience via synchronous and asynchronous modalities.
They also support business performance by coaching learners to enhance proficiency, service quality delivery, and operational efficiency.
They practice strong project management skills and collaborate with others to deliver value-maximizing outputs that contribute to the team and company’s strategy.
Organizational Chart
Meet the Expert
Video Description
Job Description
Roles and Responsibilities
Plan and deliver regular individual and group trainings.
Identify knowledge gaps in Operations through observations, audits, scoping, survey, focused group discussions, and data analysis.
Partner with instructional design team to contribute to the creation of instructor-led trainings and digital learning solutions.
Coordinate with stakeholders and partners before, during, and after training sessions to improve operational efficiency and service delivery.
Guide learning activities, maintain learners’ engagement, and drive social learning via the Learning Management System.
Support post-training outcome through 30, 60, and 90 days data.
Provide synchronous and asynchronous support to learners through various communication channels
Tasks and activities
Plan and deliver training, following the trainer checklist.
Report on training activities daily, and again upon program completion.
Coordinate with other functions such as Service Quality and Operations to identify and address knowledge gaps.
Provide coaching to learners as needed.
Ensure tracking of attendance and performance of learners.
Support Operations and maintain expertise by taking in contacts or auditing contacts.
Contribute to projects and initiatives on a local and global level.
Preferred Skills and Qualifications
Bachelor’s degree in a related field or at least two years of hands-on experience or additional certification in business leadership, eLearning software, or adult education and training
Familiarity with Learning Management Systems and social collaboration tools. For example, 360 Learning
Excellent communication skills for training delivery; must have a dynamic and engaging classroom and virtual presence
Ability to maintain excellent relationships with team members and stakeholders
Fundamental understanding of contact/call center or service activities
Ability to effectively prioritize and manage multiple tasks
Maintain highly professional demeanor, discretion, and composure in a fast-paced environment
Strong knowledge of Microsoft Office Suite, Zoom and Slack
Strong interpersonal skills, goal oriented, self-motivated, and able to support projects with minimal supervision
Ability to creatively use resources and adapt to changes quickly and professionally
Fluent English is a must; proficiency in local language(s) is a plus
Must be flexible with work schedules to accommodate global schedules and multiple time zones
Preferred skills and competencies
An expanded listing of the Required Qualifications can be used to further determine a person’s ability to be productive and successful in this job. These Preferred Qualifications are “nice to have” but are not essential to carrying out the day-to-day functions of the job. If included, the Preferred Qualifications can focus on any or all of the following: education, experience, knowledge, skills, and abilities.
