Requirements and responsibilities
The Agent Readiness Team (ART) is tasked with delivering best-in-class experience to newly contracted and existing independent contractor agents as they certify for client programs. As a Learning Facilitation Analyst, you will be responsible for leading and delivering successful training and onboarding experiences for agents while meeting graduation rate goals across multiple programs.Workers in this role will be employed by Rippling Philippines, Inc. as the Employer of Record and contracted to work with Liveops.The Purpose of Your RoleAs a critical member of a certification team, you will collaborate in executing agent certifications for your assigned program(s). You will coordinate learning activities and resources while ensuring that all established best practices are followed. You will develop and deliver content based on accepted learning principles. You will analyze class results and previous trends and quickly adjust delivery activities to improve results. You’ll work closely with ART leadership and cross-functional partners. This position plays a pivotal role in improving the lives of Liveops agents.The Qualifications We’re Looking ForBachelor’s Degree or equivalent years of work experience required5-7 years’ experience in a project management, mentor or lead role5-7 years’ experience in training (virtual experience preferred)Experience developing learning activities and contentExperience working directly with internal and external partnersThorough knowledge of Microsoft Office suite, Salesforce, and reporting best practicesExpert multi-tasker and able to handle impromptu changes in directionThe Competencies You BringPlanning and OrganizingData Gathering and AnalysisPresentation SkillsIndividual Impact and InfluenceResults OrientationThe Value You DeliverKey Responsibilities and Job DutiesDrive implementation of certification best practicesCollaborate closely with internal and external customersIdentify opportunities to improve learning throughout agent lifecycleMentor new members of the team including contract facilitatorsDeliver certification content in an engaging and effective mannerDevelop relevant activities and resources to maximize learningDevelop and distribute agent communications, utilizing Liveops channelsLearn various systems and troubleshoot with agentsParticipate in special projects as assignedFulfill additional responsibilities as required within the scope of the positionEssential Job FunctionsEssential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.Ability to sit or stand at a desk for extended periods of time while working on aAvailable for on-camera virtual meetings and agent sessions in a non-distractedAbility to work independently and meet deadlines.Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays.Diligently follow Agent Readiness Team guidelines, including managing calendars, and adhering to time-off protocols to ensure seamless teamLeading and coordinating agent certification.Analyzing agent performance and making improvements.Managing certification schedules and communicating with agents.About LiveopsLiveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.
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