B2B Knowledge Experience Specialist

What's the role?

 

As a B2B Training Specialist, you will be responsible for developing, maintaining, and continuously improving operational processes, policies, and knowledge resources for the company’s B2B operations. This includes ensuring that all internal and external knowledge base content, training materials, and customer-facing resources are consistently updated to reflect new processes, procedures, and policies. You will facilitate the effective dissemination of relevant information across customer-facing teams and lead training initiatives for Customer Service, Retail, Service Centers, Community Events, Sales Executives, and other business personnel. Additionally, you will ensure that all customer-facing training materials are properly maintained, updated, and stored within the designated learning platform.

How can you add value?

• Gather information to build processes and policies for review and approval to publish them in the Knowledge Base or any other knowledge-sharing platform.
• Create training material that includes, but is not limited to instructional design and assessments, curriculum, and agenda for operational areas (Community Events, Retail, Service Center, Contact Centers, Business Sales Team, and others).
• Maintain effective communication with the operational area with the creation of knowledge, ensure alignment with all operational teams.
• Improve knowledge sharing on the topics of business priority with the latest content of high business value.
• Own all agents facing communications, ensuring fresh, relevant, and up to date data and information via multiple media avenues.
• Participate in orientations and training sessions, and preparation of job aids, guides, how to, FAQs, and processes. This may include the generation of new knowledge documents such as reports, online help, tutorials, and other documents relevant to work.
• Stay relevant in topics that might help improve current processes and/or methodology and help disseminate information about the organization's knowledge programs to audiences, maintaining communications on knowledge sharing across the organization.
• Collaborate in strategy and program development of new processes or products, identify information requirements and issues, and provide timely solutions.
• Find opportunities to use and improve online tools to monitor and collect information to support operational areas in gathering evidence-based information for program implementation and policies; ensure visibility of knowledge transfer thru reports, dashboards and other metrics and drive knowledge sharing across the community.
• Provide knowledge management material user support services.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.

What do you need?

Education and or Experience:

Bachelor’s degree in Business or related field.  

2-5 years of experience in customer experience and crafting policies/ processes, running and operating NPS frameworks and in operational improvement or optimization in customer operations.

Other qualifications:

• Fully bilingual a must (Spanish, English).
• Understanding of measurements relating to customer experience, specifically Net Promoter Score preferred.
• Ability to work in a fast paced, structured, dynamic, and high transaction environment.
• Excellent relationship building skills.
• Problem solving and negotiation skills.
• Strong verbal and written communication skills.
• Strong critical thinking skills.
• Computer knowledge, Microsoft Office.
• Customer focus and service oriented.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

 

What do you need?

Education and or Experience:

Bachelor’s degree in Business or related field.  

2-5 years of experience in customer experience and crafting policies/ processes, running and operating NPS frameworks and in operational improvement or optimization in customer operations.

Other qualifications:

• Fully bilingual a must (Spanish, English).
• Understanding of measurements relating to customer experience, specifically Net Promoter Score preferred.
• Ability to work in a fast paced, structured, dynamic, and high transaction environment.
• Excellent relationship building skills.
• Problem solving and negotiation skills.
• Strong verbal and written communication skills.
• Strong critical thinking skills.
• Computer knowledge, Microsoft Office.
• Customer focus and service oriented.

Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.

 

How can you add value?

• Gather information to build processes and policies for review and approval to publish them in the Knowledge Base or any other knowledge-sharing platform.
• Create training material that includes, but is not limited to instructional design and assessments, curriculum, and agenda for operational areas (Community Events, Retail, Service Center, Contact Centers, Business Sales Team, and others).
• Maintain effective communication with the operational area with the creation of knowledge, ensure alignment with all operational teams.
• Improve knowledge sharing on the topics of business priority with the latest content of high business value.
• Own all agents facing communications, ensuring fresh, relevant, and up to date data and information via multiple media avenues.
• Participate in orientations and training sessions, and preparation of job aids, guides, how to, FAQs, and processes. This may include the generation of new knowledge documents such as reports, online help, tutorials, and other documents relevant to work.
• Stay relevant in topics that might help improve current processes and/or methodology and help disseminate information about the organization's knowledge programs to audiences, maintaining communications on knowledge sharing across the organization.
• Collaborate in strategy and program development of new processes or products, identify information requirements and issues, and provide timely solutions.
• Find opportunities to use and improve online tools to monitor and collect information to support operational areas in gathering evidence-based information for program implementation and policies; ensure visibility of knowledge transfer thru reports, dashboards and other metrics and drive knowledge sharing across the community.
• Provide knowledge management material user support services.
• Demonstrate and ensure compliance with the Customer First Philosophy, all Liberty Latin America policies and procedures including the Code of Conduct and Liberty safety standards and procedures.
• Other functions may be assigned.