Vonage Human Resources Mission:
We act as a strategic partner with the business to maximize the value of Vonage's greatest asset our people. We embrace change and the opportunity it brings, acting as a catalyst to enable all Vonage employees to develop and contribute to their optimum potential. We leverage industry best practices. Our team is focused and committed to recruiting, developing, rewarding and retaining our high-performing global workforce.
Why this role matters
This role is responsible for (5) critical areas: delivering training programs utilizing diverse delivery methods, designing training content for front line technicians and Supervisors, measuring training effectiveness, supporting strategic business initiatives and working within L&D Operations and platforms.
Creating learning content includes eLearn, Instructor led and Team Huddles for New Hire, supporting strategic and 'run the business' projects. Facilitation skills must include diverse delivery styles to meet the needs of all learning styles and the front line level as well as Supervisors. Measuring training results includes leveraging data from DB platforms, creating pivot tables and spreadsheets with calculations to illustrate results each quarter. L&D projects include our own strategic initiatives to improve performance as well as supporting those driven by Customer Care. Project management skills are critical to execute projects on time along with the ability to work across multiple functional areas.
This role requires knowledge across multiple queues within Customer Care; processes, systems, desktop tools - with particular focus on Engineering/Technical Support. Experience as a front line Engineer / Technician is critical. This role also includes transfer of knowledge (through virtual based train-the-trainer sessions), material reviews and observation feedback to global vendor based teams. This role requires an understanding of 'adult learning theory' to provide insight to training proposals, effectiveness and delivery methods. This L&D team member may provide new site launch support when necessary; participate in on-site launch training delivery and new trainer assimilation.
What you will do
Deliver training programs and hands-on workshops to Agents, Supervisors and Stakeholders that meet the needs across the Care organization
Design and proofread training content for agent clarity and alignment with Knowledge Management materials suitable at various levels within the organization.
Lead Nesting Classes, structured call driving sessions and provide coaching to NH's to enable agents to apply their classroom experience in production, including performance metrics day-by-day
Conduct virtual Train-the-Trainer sessions, new hire programs, up-training (cross training), and professional skills training (a plus) to support the project load across the Care organization
Provide floor support to agents for reinforcement of knowledge and root cause analysis and save strategies for performance improvement opportunities
Perform call listening to measure agent performance in line with training compliance, new opportunities, and/or generate performance opportunities that L&D can execute as our contribution to revenue or OIBDA
Evaluate and analyze the effectiveness of training by a variety of M&E methods from internal systems, Excel as well as data provided by Vendor Partners
Track training grades, feedback and nesting results to ensure quality of classroom activities (other metrics may apply)
Provide feedback and analysis across L&D for inclusion in content updates and continual improvement
Work closely with Instructional Designers to develop agent materials in support of business improvements and changes
Support LMS Administration and reporting data as needed (SumTotal, Sharepoint and Excel)
Provide project management support for learning solution implementation
What you will bring (technical requirements)
4+ years of facilitation experience with demonstrated success in presentation skills
2+ years of Front Line Engineering and/or Technical Support
Proficiency in collecting information and creating outlines, presentations and Job Aids
Ability to contribute to strategic discussions to transform processes, performance, or desktop tools
Ability to successfully deliver Vonage technical and service-related programs to diverse queues
Ability to coach and effectively provide feedback to agents and team members
Strong level of professionalism and credibility; able to effectively influence peers and customers
Strong written and verbal communication skills for Business as well as writing Training Materials
Ability to work effectively with frontline management and the L&D team
Willingness to work with heavy workloads and aggressive timeless to meet deadlines on time, with a quality product
Ability to work collaboratively with senior and highly skilled professionals to deliver a variety of training courses to audiences of different levels and backgrounds
Project management skills
Proficient in Microsoft Office Word, PowerPoint, Excel, SharePoint, Customer Care desktop tools
Ability to adjust working hours to support class times and project support
eLearn design a plus (Captivate, Adobe Suite is our Core design toolbox)
What you will bring (nice to have)
Ability to utilize a Learning Management System (LMS) to track participants across domestic and global sites, post curriculum and adjust learning groups within the reporting modules.
Previous Vonage training experience
Photoshop or equivalent tools
Experience with video production a plus
Basic understanding of workflows or system releases plus
What is required for application
Formal education in Engineering or related technical field, or 2-4 years equivalent experience
2 years of Front line Engineering Support experience
Industry Certifications welcome (Network+, SIP, CCNA)
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.