This position supports both instructional design and facilitation of technical training for operations and business systems.

The Lead Analyst serves as a subject matter expert and project lead for key training initiatives, ensuring content aligns with business goals, performance expectations, and system/process changes.

Key Responsibilities:

• Create instructor-led training (ILT), virtual instructor-led training (vILT), job aids, course outlines, quizzes, and facilitator guides using adult learning principles, aligned with business and compliance needs.
• Deliver engaging and effective training sessions for new hires, cross-training, system updates, and process changes.
• Collect and analyze feedback, evaluation scores, and performance metrics to assess training impact.
• Partner with Document Control and SMEs to ensure training content and SOPs remain current, accurate, and accessible.
• Serve as the training lead for projects involving new system rollouts, process enhancements, or compliance changes.
• Provide guidance to junior trainers, assist with onboarding of new team members, and act as a point of contact for training escalations.

Qualifications:

• Bachelor’s degree in Education, Business, Communications, or related field (or equivalent work experience).
• 2+ years of experience in training, instructional design, or operations support.
• Strong facilitation skills for both in-person and virtual environments.
• Knowledge of adult learning theory and instructional design methodologies.
• Proficiency in Microsoft Office Suite, SharePoint, and LMS platforms.
• Experience working in operations, call centers, logistics, or healthcare environments.
• Ability to travel as needed to support regional training efforts.
• Experience with SAP and CSD order-to-cash processes is required.

Additional Requirements:

• If working remotely, an internet connection with speeds of at least 10Mbps download/5Mbps upload through a cable broadband or fiber optic internet service provider is required.

Job Data by YubHub.

This role supports order processing, research, issue resolution, and customer inquiries while meeting established service level expectations and performance metrics.

Duties & Responsibilities

• Answer inbound calls from clients in a professional, courteous, and efficient manner.
• Process customer orders accurately and within established timelines.
• Research and resolve customer inquiries, order discrepancies, and service-related issues.
• Respond promptly and professionally to email inquiries regarding orders, products, shipments, and account-related questions.
• Maintain accurate documentation of all customer interactions in designated systems.
• Collaborate with internal departments to resolve customer concerns and ensure timely follow-up.
• Monitor order activity and proactively communicate updates to customers.
• Meet or exceed established performance goals and productivity standards.
• Maintain a high level of customer satisfaction while adhering to quality assurance guidelines.
• Support continuous improvement initiatives and contribute to a positive team environment.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 2+ years of customer service experience in a contact center, call center, or customer care environment.
• Experience handling high-volume inbound calls and email correspondence.
• Demonstrated ability to meet or exceed performance metrics and key performance indicators (KPIs).
• Experience with order entry, order management, and customer account support preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving, research, and analytical skills.
• Proficiency with Microsoft Office applications and customer relationship management (CRM) systems.
• Strong organisational skills and attention to detail.
• Ability to effectively manage multiple priorities in a fast-paced environment.

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fibre optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Job Data by YubHub.