B2B Training Specialist

Liberty Latin America Communications, Inc.

About The Position

As a B2B Training Specialist, you will be responsible for creating and continuously updating internal and external training materials to reflect new processes, procedures, and policies. You will lead training functions for various operational areas including Customer Service, Retail, Service Center, Community Events, and Sales Executive teams. A key part of the role involves ensuring customer-facing training material is properly saved and updated in the designated learning platform. Additionally, you will gather information to build and publish processes and policies in the Knowledge Base, create comprehensive training curricula with instructional design and assessments, and facilitate various training sessions. The role also involves ensuring trainees have the necessary knowledge and skills through simulations, role plays, On the Job training, and nesting, as well as supporting communities of practice and evaluating knowledge-sharing programs. You will also identify opportunities to improve training tools and provide user support for knowledge management materials, all while ensuring compliance with company philosophies and standards.

Requirements

Bachelor’s degree required.
At least one year experience in customer experience and creating policies/ processes.
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.
Customer focus and service oriented.

Nice To Haves

Experience in managing and operating NPS frameworks will be highly desired.
Experience in operational improvement or optimization in customer operations highly desired.

Responsibilities

Ensure training material, internal and external are created and continuously updated to reflect new processes, procedures, and policies.
Lead training functions for Customer Service, Retail, Service Center and Community Events, Sales Executive, and other Business personnel.
Ensure customer facing training material is saved and updated in the designated learning platform.
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, Business Sales Team and others).
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.
Demonstrates and ensures 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.