FrontLogix | Beyond Customer Care

FrontLogix Black

Trainer and LMS administrator

  • Full Time
  • Skopje

Website frontlogix FrontLogix

Outsourcing, CX Strategy, and Technology

Position: Trainer and LMS administrator

Location: Skopje Macedonia 
Seniority: Mid-Senior Level
Employment type: Full-time 9 am to 5 pm – Skopje, Monday – Friday  
Job function/department: Operations
Reports to: Team Lead (Operations)

 

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Trainer is responsible for providing effective education and guidance while developing and supporting a customer-focused learning environment that meets business, client, and employee needs. Create training courses for employees weekly, monthly, or yearly. Process information in LMS includes creating courses and classes, completing employee information, entering test scores, registering associates, researching information, pulling and reviewing work instructions, and researching and resolving system-related problems. The administrator will be in charge of maintaining the LMS, ensuring that the software’s operational performance is on track, and often providing technical leadership in support of the system. They identify any opportunities for process and quality improvements and provide feedback on any defects that may be present.

After completing the new hire onboarding, work can be performed from our office or remotely from your home office.

Duties and Responsibilities: 

  • Research, develop, implement and maintain client program learning and
    development curricula, methods, databases, processes, and records. This
    includes but is not limited to lesson planning, curriculum, testing, evaluations,
    and class management
  • Coach and develop customer service representatives to ensure a high degree
    of measurable success
  • Participate in call calibrations, partner with the client program’s Quality
    Assurance professional, and conduct individual call observations to assess and
    measure learning and development curricula to ensure they are relevant to
    the needs of the changing business
  • Routinely provide coaching and feedback to team leads and supervisors
  • Deliver instructor lead programs
  • Maintain a Learning Management System (LMS)
  • Manage the implementation of learning solutions, which includes planning,
    communications, enrollment, regionalization (when necessary), and delivery
  • Make sure that the operational performance of the software is on track
  • Provide technical leadership in support of the system
  • Define user roles
  • Create training courses for employees on a weekly, monthly, or yearly basis
  • Maintain procedures to ensure the security and integrity of systems
  • Provide end-user support when needed
  • Acquire and maintain knowledge of current technology as it applies to LMS
    software and systems
  • Write and maintain technical procedures and policy documentation
  • Act as an internal consultant by analyzing data and recommending solutions
    to utilize the LMS to deliver, track training, and measure performance to meet
    organizational objectives
  • Collaborate with managers, team leads, and HR on training needs and
    opportunities for the expansion of talent development within the organization
  • Create and update resources to train and support learners on how to use the
    technology for online and professional development

Required Qualifications / Experience / Knowledge:

  • 2+ years of Experience using learning management systems [LMS] LearnDash preferably
  • 2+ years of experience in a learning & development/training role within an
    operations setting
  • 2+ years of experience working directly with Operations and/or Customer
    Support teams and knowledge of the learning challenges faced in these
    environments
  • Computer and software skills and knowledge of multiple web design
    technologies
  • Familiar with course design and development and have strong data entry
    skills.
  • Skilled in Google and Microsoft Office programs such as Sheets/Excel and
    Slides/PowerPoint
  • Project management skills and experience running strategic projects with
    cross-functional teams
  • Excellent interpersonal skills and ability to work with all levels of staff
  • Ability to troubleshoot and resolve technical issues quickly
  • Communicate in English effectively orally and in writing
  • Ability to adapt and adjust to change in a positive manner
  • Demonstrated ability to lead, motivate, and develop work team towards
    improved performance
  • Knowledge of call center management systems and terminology preferred

A competitive compensation package is offered based on qualifications:

  • Healthcare coverage
  • Vacation and paid holidays
  • Location: Skopje Macedonia
  • Compensation: Based on experience

To apply for this job please visit frontlogix.com.