Learning Specialist

.

Join the innovative and dynamic Learning Services team at Foundever™, a global powerhouse revolutionizing the customer experience (CX) industry. As an experienced Learning Specialist, your expertise will be pivotal in crafting compelling and comprehensive training curricula, empowering our customer support agents to excel across a multitude of client programs. Based in the bustling city of Las Vegas, you'll play a critical role in shaping the success of our agents through a blend of classroom and virtual instruction, ensuring that Foundever's high standards and client requirements are not just met, but exceeded.

About Foundever

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

• Winner of Comparably’s Award for Best Global Culture in 2024, 2022 and 2021 
• Gold Stevie Award Winner for Great Employers 
• We foster an exciting culture of creativity, connection, and commitment.  

Read more about our culture: Foundever™ Stories. 

Job Summary

As a Learning Specialist at Foundever™, your main objective will be to embody and uphold the company's commitment to ethics and integrity, playing a pivotal role in developing the proficiency of our employees. Your responsibilities will include delivering dynamic and interactive classroom instruction tailored to help associates excel in their roles and surpass performance benchmarks. Exceptional communication and leadership skills are crucial as you will create a supportive and positive learning environment and offer direct mentoring during critical learning phases.

A keen eye for detail and an aptitude for managing both personnel and classroom administrative needs are essential. You will be responsible for evaluating trainees with innovative assessments, and further refining training content and delivery methodologies using your subject matter expertise. Part of your role also involves performing Training Needs Analysis to design and implement effective training strategies while maintaining open lines of communication with management, agents, and clients.

Your contributions won't be limited to the classroom; you will occasionally step into the role of a frontline agent to stay connected with the customer service experience, ensuring your training strategies align closely with operational realities.

Additionally, you will be expected to generate detailed training reports, facilitate the transition of traditional training materials into compelling online learning experiences, and craft meticulous documentation that upholds Foundever's high standards of quality and clarity.

Embracing versatility, you will support a variety of client training programs and take the lead in corporate training initiatives, always striving to enhance the knowledge and skills of both trainees and fellow trainers. You will serve as an influential force in fostering a culture of continuous learning and improvement, directly contributing to the overarching success of Foundever's customer experience solutions. May perform other duties as needed.

Education

A four-year college degree or equivalent experience that has honed your skills in the learning and development sphere.

Experience Target:

The ideal candidate will possess a minimum of 2 years of frontline experience in customer service or technical support roles, coupled with a demonstrated track record of coaching and mentoring within a fast-paced, energetic contact center environment. We highly value individuals with proven expertise in conducting classroom-style training sessions that are both engaging and effective. Experience in facilitating training within a call center setting is highly preferred, as it will be integral to the success of our agent training programs.

Our Perks

A competitive compensation package with salary of $48,360 per year with the ability to earn up to 10% bonus based on performance, plus benefits, 401K matches, and ample paid time off. Numerous paths for professional development and growth within the company. Access to exclusive employee discounts and a stellar work environment.

EEO

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.