• CX L&D Sr. Deployment Specialist

    US Tech Solutions (Charlotte, NC)


    CX L&D Sr. Deployment Specialist - Training Administrator

    Charlotte, NC (onsite)

    12 Months contract

    Duties:

    + Manage all training deployment, and evaluation, logistics for new hire onboarding and cross-skilling requests

    + Follow documented standard operating procedures (SOPs)

    + Scope the request with requester where additional clarity is needed

    + Coordinate Learner schedules with Workforce Management

    + Coordinate Training Facilitator schedules with Workforce Management

    + Assign eLearning training in Docebo

    + Assign Instructor-led training in Docebo

    + Track and report on Completion % using Looker

    + Track and report on Assessment scores using Looker

    + Coordinate nesting with the relevant quality teams

    + Coordinate remedial training based on nesting audit outcomes

    + Own all training communications with stakeholders

    + Draft and send training communications, and announcements, in Slack

    + Maintain Jira ticket fields for each training deployment request

    + Audit Training Facilitators delivery and class management using a standardized audit guide/rubric, and provide feedback directly

    + Update existing training materials based on changes to process, policy, product, and tooling

    + Peer review net new training materials created by the L&D Program Management Team

    + Support ad hoc training projects led by the L&D Program Management Team

    + Proactively provide recommendations for how to optimize training, and training logistics

    + Prepare relevant business review documents with L&D metrics

    + Travel ~25% of the time to ***, or BPO, offices in order to support onsite instructor-led training

    + Accountable for L&D KPI execution (Completion, Assessment, CSAT, Nesting Pass Rate)

    + Accountable for sprint cycle audit execution

    Requirement:

    + 3+ years of L&D, Training Coordination, or Project Management experience within a Customer Experience (CX), or Operations environment

    + Proven track record of successfully managing complex tasks, and delivering high-quality results within deadlines

    + Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization

    + Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements

    + Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability

    + Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines

    + Clear written and verbal communication

    About US Tech Solutions:

    US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com/) .

     

    US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.