Description

Taking care of customers is our passion here at LegalZoom. Our goal is to delight customers, resolve questions, and always provide best-in-class customer care so each and every customer shares the same feelings about LegalZoom that we have as a company – it’s a great place.

As a Sales Enablement Specialist, you’ll empower new and existing employees via great training that allows them to perform their jobs even better. The ideal candidate will be well-versed in continuing employee education with a deep understanding of contact center systems/procedures and a breadth of knowledge regarding operations. A passion for guiding employees throughout their careers and leading departmental improvements will make this role truly satisfying.

What You’ll Do:

• Partner with Sales Enablement and contact center leadership to assess training needs of agents and leaders in the contact center
• Support development of training plans and curriculum
• Interact with and report to clients regarding successes and opportunities for development of Trainees and existing employees
• Create and facilitate contact center role plays
• Lead training classes utilizing a variety of delivery techniques appropriate for adult learners
• Deliver training for all new hires and existing employees
• Develop and administer knowledge assessments
• Liaise with all areas of the Operations teams on current products, services and processes
• Provide reporting on effectiveness and progress of the training experience, and offer recommendations for improvements
• Develop individual results by maintaining policy and procedure resources; monitoring calls, providing feedback/coaching; conducting training sessions; and developing outcome improvement resources
• Update training content as needed
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Assist with other projects assigned by Sales Enablement leadership

Qualifications:

• 2-4 years of professional training experience, Learning and Development Specialist, Corporate Trainer, Sales Trainer, or a related title, preferably in a sales environment utilizing Solution Selling
• 3+ years previous contact center experience preferred
• 1+ year of virtual training experience
• Must have a knowledge of adult learning principles and the ability to implement these principles in a training curriculum
• Coaching and mentoring experience
• Demonstrated ability to successfully develop and deliver training programs utilizing skills in instructional design, program design & development, and training technologies
• Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills required
• Strong verbal and written communication skills
• Able to multi-task effectively
• High energy
• Able to work in a fast paced, rapidly changing environment
• Able to build rapport and listen attentively to the needs of customers
• Highly computer literate with in-depth knowledge of MS office, Salesforce.com and web based systems
• Must have flexible schedule, including availability for overtime during evenings, weekends, holidays
• Must be able to travel 6 to 8 weeks at a time

LegalZoom is an Equal Opportunity Employer, dedicated to diversity.