Payrate: $33.00 - $33.55/hr

Responsibilities

Learning Management System Administration

Administer, maintain, and optimize the Learning Management System (LMS).
Manage user accounts, learning assignments, certifications, and learning paths.
Maintain system integrity, troubleshoot issues, and coordinate vendor support.
Support system upgrades, testing, and implementation of new functionality.

Reporting and Analytics

Develop recurring and ad hoc reports and executive dashboards.
Monitor compliance, certifications, and learning effectiveness.
Analyze data and provide recommendations to improve business performance.

Learning Content Development

Design and maintain eLearning, job aids, guides, assessments, and knowledge articles.
Ensure learning content reflects current operational processes and adult learning principles.

Business Communications

Develop professional communications for frontline agents, supervisors, managers, and leadership.
Prepare operational announcements, policy updates, training notifications, and change management communications.
Responsible for ensuring timely, creative and accurate dissemination of contact center communications, multimedia content and information
Create a variety of content for platforms, ensuring quality, accuracy and effective storytelling that aligns with applicable messaging

Operational Support

Partner with Operations, Quality, Workforce Management, HR, and Leadership to support strategic initiatives.
Provide consultation and performance support across all levels of the contact center.

Device Inventory Management

Maintain accurate device inventory records.
Perform monthly and annual inventory reconciliations.
Coordinate equipment assignments, returns, audits, and lifecycle management

Top Skills:

LMS Administration
Inventory Management
Instructional Design

Minimum Qualifications:

Bachelor's degree in Instructional Design, Business, Communications, Education or a related field, or equivalent combination of education and experience.
Three (3) to five (5) years of experience administering a Learning Management System.
Three (3) to five (5) years of experience supporting a contact center environment.
Advanced proficiency with Microsoft Office, particularly Excel and PowerPoint.
Excellent written, verbal, organizational, analytical, and project management skills.

Preferred Qualifications:

Experience with Absorb, Cornerstone, Docebo, LearnUpon, or similar LMS platforms.
Experience using Articulate Storyline, Rise, Adobe Captivate, or comparable authoring tools.
Knowledge of adult learning theory, instructional design, and change management.
Experience supporting technical support or customer care organizations.

Core Competencies

Learning Management Systems Administration
Business Communication
Instructional Design and Content Development
Reporting and Data Analytics
Project Management
Contact Center Operations Expertise
Continuous Improvement
Collaboration and Stakeholder Management

Pay Transparency: The typical base pay for this role across the U.S. is: $33.00 - $33.55/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law.

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Systems Administrator

Key skills

About this role