"Alerted.org

What's the role?

As a Knowledge Trainer, you will be responsible for ensuring training material, internal and external, are created and continuously updated to reflect new processes, procedures, and policies. You’ll also lead training functions for Customer Service, Retail, Service Center, and Community Events personnel. Ensure customer facing training material is saved and updated in the designated learning platform.

How you can add value?

+ Gather information to build processes and policies for review and approval to publish them in the Knowledge Base or any other knowledge-sharing platform.

+ Gather information to create training material that include, but not limited to instructional design and assessments.

+ Create training curriculum and agenda for operational areas (Community Events, Retail, Service Center, Contact Centers).

+ Responsible for the creation and implementation of ongoing curriculum that satisfy the training needs of the operational areas. Facilitate trainings, re trainings, train the trainers.

+ Ensure classes have the minimum knowledge and skills to perform in real scenarios before hand them over the operation. This may include simulations, role plays, On the Job training and nesting.

+ Provide support for the establishment and nurturing of communities of practice, including workshops, one-on-one mentorship, and coaching.

+ Help monitor and evaluate the knowledge sharing program, including external benchmarking and evaluation programs/opportunities.

+ Find opportunities to use and improve training tools and collect feedback, to enhance current training modules.

+ Provide knowledge management material user support services.

+ Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.

What do you need?

Education and or Experience:

Bachelor’s degree is required.

2-5 years of experience in customer experience and creating policies/ processes.

Experience in managing and operating NPS frameworks will be highly desired.

Experience in operational improvement or optimization in customer operations highly desired.

Other qualifications:

+ Fully bilingual a must (Spanish, English).

+ Ability to work in a fast paced, structured, dynamic, and high transaction environment.

+ Excellent relationship building skills.

+ Problem solving and negotiation skills.

+ Strong verbal and written communication skills.

+ Strong critical thinking skills.

+ Computer knowledge, Microsoft Office.

+ ustomer focus and service oriented.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

What do you need?

Education and or Experience:

Bachelor’s degree is required.

2-5 years of experience in customer experience and creating policies/ processes.

Experience in managing and operating NPS frameworks will be highly desired.

Experience in operational improvement or optimization in customer operations highly desired.

Other qualifications:

+ Fully bilingual a must (Spanish, English).

+ Ability to work in a fast paced, structured, dynamic, and high transaction environment.

+ Excellent relationship building skills.

+ Problem solving and negotiation skills.

+ Strong verbal and written communication skills.

+ Strong critical thinking skills.

+ Computer knowledge, Microsoft Office.

+ ustomer focus and service oriented.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to successful candidate.

If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

How you can add value?

+ Gather information to build processes and policies for review and approval to publish them in the Knowledge Base or any other knowledge-sharing platform.

+ Gather information to create training material that include, but not limited to instructional design and assessments.

+ Create training curriculum and agenda for operational areas (Community Events, Retail, Service Center, Contact Centers).

+ Responsible for the creation and implementation of ongoing curriculum that satisfy the training needs of the operational areas. Facilitate trainings, re trainings, train the trainers.

+ Ensure classes have the minimum knowledge and skills to perform in real scenarios before hand them over the operation. This may include simulations, role plays, On the Job training and nesting.

+ Provide support for the establishment and nurturing of communities of practice, including workshops, one-on-one mentorship, and coaching.

+ Help monitor and evaluate the knowledge sharing program, including external benchmarking and evaluation programs/opportunities.

+ Find opportunities to use and improve training tools and collect feedback, to enhance current training modules.

+ Provide knowledge management material user support services.

+ Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct and Liberty safety standards and procedures.

+ Other functions may be assigned.