Oath, a subsidiary of Verizon, is a values-led company committed to building brands people love. We reach over one billion people around the world with a dynamic house of 50 media and technology brands. A global leader in digital and mobile, Oath is shaping the future of media.
Do you want to positively influence the experience for members who contact AOL? We do too. And we're looking for people to help us. We need free spirits and straight shooters. Creatives and critics. Nerds with nerve. People who have a passion for customer service and can relate to both sides of the experience. The Call Center Operations Training & Knowledge Management team responsibilities lie on both sides of the customer service spectrum. We author content found on customer-facing help.aol.com, and also develop instructor-led and eLearning training content for our outsourced call center agents.
Our ideal candidate:
Pays attention to detail
- As far as you're concerned, anything worth doing is worth doing right, the first time. Nothing falls through the cracks on your watch!
Is adaptable and flexible
- You think on your feet. You like learning new things and pick things up quickly. When things change, you know how to roll with the punches.
- You write well and can explain things to just about anyone with confidence. You have a knack for summarizing what others say in your own words.
Does more than check the box
- You have a passion for learning and go beyond simply checking a task off your to do list. You strive to understand WHY you do things in addition to HOW to do them. You're not afraid to ask questions and seek out answers.
Create and manage project plans for individual and collaborative projects
Collaborate with business stakeholders and subject matter experts to define needs/objectives and transfer knowledge
Identify and implement appropriate instructional strategies for training content
Author and publish content within AOL style and voice guidelines
Develop instructor led, eLearning and blended learning content
Conduct virtual and in-person content review meetings and Train the Trainer sessions
Analyze and summarize report data and make recommendations based on results
Successfully manage a fluid project workload with appropriate adaptation to change priorities or requirements, as needed
Bachelor's or Master's Degree in adult education, instructional design, curriculum development, educational technology or related field
Superb writing & verbal communication skills
Ability to synthesize information from multiple sources and interpret needs for the end-user
Ability to work independently and flexibly manage multiple projects and changing priorities in a fast-paced environment
Ability to effectively communicate verbally, visually and through writing
Passion and enthusiasm about the quality of products delivered
Strong desire to learn and innovate
Comfort with technology and taking risks with new software
Quick to pick up new concepts
Oath is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on, age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Oath is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. Please let us know if you need a reasonable accommodation to apply for a job or participate in the application process. Currently work for Oath? Please apply on our internal career site.
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