LiveOps Inc.

  • Learning Delivery Facilitator - Contractor

    Job Locations US-AZ-Scottsdale
    Talent Acquisition Demand
  • Overview

    This role works to deliver best in class experience to newly contracted and existing agents as they certify for client programs. Working alongside Talent Acquisition and the Program Management teams, this person is responsible for providing a successful training and onboarding experience to agents while meeting graduation rate goals. Successful candidates will have a blend of experience in high volume virtual learning delivery, adult learning facilitation, sales or call center training, learning material development, and process management. Previous work experience in training with any of the following verticals is highly desired: Roadside Assistance, Customer Service, Insurance Claims, Sales.


    A successful Learning Facilitator will: 

    • Maintain expertise on their assigned client programs or call types.
    • Facilitate virtual classroom learning sessions in an environment where agents learn new skills and knowledge, collaborate with each other on best practices, and feel comfortable asking questions.
    • Engage learner attention and participation in online classroom activities.
    • Create written communication, resources, and reference guides to ensure all agents are kept up-to-date on important changes to the programs, announce promotional events, etc.
    • Develop comprehensive lesson plans, facilitator guides, presentations and participant materials.
    • Continuously review and ensure onboarding certification materials are accurate and remain up-to-date.
    • Track agent performance and progress using LiveOps reporting tools and spreadsheets.
    • Analyze agent performance and progress to proactively identify and address areas of need and replicate successes.
    • Update agent accounts.
    • Monitor and maintain attribute set up and assignments for agents through the onboarding, certification, and nesting process to ensure accurate account set up and progress completion.
    • Engage agents with an encouraging, upbeat, genuine, and professional attitude at all times.
    • Project excitement and passion for LiveOps in all interactions with agents.
    • Be a positive first impression and advocate for new agents.
    • Answer agent questions via our internal messaging system, PostBox.
    • Provide constructive feedback to agents and offer support during onboarding certification.
    • Assess performance and suggest recommendations or solutions for improvement to the Learning Program Manager.
    • Practice and ensure compliance with all company policies and procedures.
    • Proactively identify process improvement and enhancements.
    • Perform additional tasks as assigned.


    The best candidate for this position would possess these skills and qualifications:

    • 1-3 years’ experience facilitating live training sessions in a virtual environment.  Associates’ degree in Organizational Development, Education, Learning & Development, HR, Business, or an equivalent combination of education and experience.
    • Familiarity with virtual classrooms such as GoToMeeting and WebEx.
    • Skill in engaging learner attention and participation in online classroom activities.
    • High volume certification of adult learners through a blend of eLearning and live sessions.
    • Experience working with Enterprise Level accounts.   
    • Understanding of best practices for facilitating live online learning events.
    • History of developing comprehensive lesson plans, facilitator guides, presentations and participant materials.
    • Ability and desire to build a community of independent agents in a virtual environment.
    • Above average skills when working with Microsoft Word, Excel, and PowerPoint.  
    • Above average analytic skills with a focus on identifying performance trends.
    • Demonstrated ability and desire to be proactive and take ownership of results.
    • Familiarity with call center operations.
    • Proven excellent communication skills – both written and verbal
    • Display a high level of attention to detail
    • Ability to effectively multi-task and handle impromptu changes in direction
    • Illustrate a creative and innovative mindset to think outside the box and always look for ways to improve processes
    • Ability and willingness to work as part of an interdependent team
    • Demonstrate superior PC and Internet skills
    • Flexibility to be available for evening and/or weekend responsibilities


    Workers in this position will be in a general office environment and required to sit, stand, walk, bend, stoop and lift up to 50 pounds while operating office equipment and conducting daily duties.

    About LiveOps:

    Liveops delivers an on-demand skilled workforce of onshore virtual agents for customer service and sales. With no call center overhead or wasted idle time, our pay-per-use model scales to meet seasonal or time of day spikes in demand. 

    More than 400 organizations across service industries including retail, health care, insurance and telecom trust Liveops to deliver an enterprise-grade workforce, with faster program readiness, increased revenue, and greater customer satisfaction scores than traditional call centers. 

    Liveops offers a culture of teamwork, passion and fun!  We offer outstanding benefits including insurance, 401k match, and a generous PTO plan.


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