Knowledge Trainer

Liberty Latin America Communications, Inc.

About The Position

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.

Requirements

Bachelor’s degree is required.
2-5 years of 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.

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.
Customer focus and service oriented.

Responsibilities

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.