Learning & Enablement Consultant
The Learning & Enablement Specialist is part of the Technical Success organization focused on “Day 2” support services. This role develops pro-active and responsive training solutions to meet business needs while seizing opportunities for continuous improvement for both internal and external customers. This position consults and collaborates with teams across the organization in assessing gaps in training, skills and/or performance to create and facilitate learning to improve both employee engagement and the customer experience. He or she develops and delivers training to all roles within the “Day 2” service organization. This role has a keen understanding of the customer experience (administrator and agents alike) driving a continuous improvement program addressing knowledge gaps/proficiencies to drive product adoption. This person will also allocate resources and time to meet project deadlines, establishing operational targets and aligns them with the programs and tactics defined by the Technical Success Leadership.
Content developed and delivered will indirectly impact cost per incident and employee/customer retention rates.
Develop and implement strategic employee and manager development programs for “day 2” services. Learn paths will include both soft skills and technical skills.
Design, develop, document, deliver and measure effective and engaging professional development.
Works with leaders across the organization to understand needs in order to develop a comprehensive program enabling services teams to deliver a world class customer experience.
Presents training content to large and small audiences.
Creates and curates Technical Success and Technical Support role-based training
Tracks and measures certification programs and/or employee learning assessment progress.
Scopes projects and submits accurate information for project tracking.
Develops and provides content for Customer Success services training, staff development programs, using knowledge of the effectiveness of methods such as ADDIE, distance and e-learning, in-class demonstrations, on-the-job training, meetings, conferences, and workshops.
Develops innovative ideas about a given topic or situation
Develops and organizes training manuals, multimedia visual aids, and other educational materials.
Actively seeks ways to improve content.
Follow the company Code of Ethics and inContact policies and procedures at all times.
Communicate in an effective and professional way with customers in and outside of inContact.
This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Required Education, Experience, and Specific Job Related Skills
Bachelor’s degree in Computer Science, Business Systems, Business Management, or related field or equivalent work experience required.
4+ years in a Technical/Service role in software, telecommunications or in customer service, Call/contact center and/or service delivery
Demonstrated technical problem-solving proficiency
Experience developing and delivering employee or customer training experience.
Foundation in adult learning styles.
Experience delivering Instructor Led Training and Distance Learning, with a foundation in adult learning styles.
Excellent verbal/written communication skills and strong relationship building skills.
Desired personal profile: analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.
Experience in contact center operations or agent management
Broad skills in both technology & analysis; experience in communicating at a technical and functional level while managing business rapport.
Experience with the NICE inContact CXone ACD/IVR product
NICE is committed to provide an environment based on equal opportunity for all qualified applicants and employees. It is the policy of NICE to afford equal employment opportunities to qualified individuals, regardless of age, race, color, creed, religion, citizenship, ancestry, national origin, sex, gender, pregnancy, mental or physical disability, marital status, veteran status, service in the Armed Forces, sexual or affectional orientation, atypical hereditary cellular or blood traits, genetic information, status as a victim of domestic or sexual violence, and/or any other status protected by any applicable federal, state and/or local statute or regulation.