The Senior Training Reporting Analyst will work with a team to manage and administer the Learning Management Systems (LMS) across CX to develop complex reporting and dashboards. You will be responsible for the design, reporting, and collection of learning data to evaluate the effectiveness of our training for CX teams against target KPIs. It will represent both qualitative and quantitative results. You will also play a critical role in managing the LMS systems including system administrative duties.ResponsibilitiesDevelops and produces departmental dashboards and reports to include but not limited to project needs, historical reporting, and learning experience data.Leads the creation and maintenance of various training reporting dashboards, going beyond basic LMS reporting to provide meaningful insights.Professionally communicate those insights to the training team, CX partners, and CX leadership.Perform system administrative duties in the LMS as needed, including creating courses and programs, assigning courses, enrolling/un-enrolling in courses, and performing mass data updates.Connects the LMS dashboard and reporting to Workday reporting to ensure accurate capture of data.Manages the planning, testing, and implementation of new features in the LMS and in reporting/dashboards.Supports the development of content for training materials, as needed.Lead continuous improvement of existing processes, develop new processes, and enhance existing processes where required.Document processes and procedures.Develop custom tools for automation.Acts as a subject matter expert on the LMS reporting capabilities.Performs ongoing reviews with CX leadership to ensure common understanding and expectations of reporting and LMS capabilities.Builds and maintains relationships with key stakeholders to identify areas of opportunity for learning.Partners closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success.Creates a measurable learning environment.Effectively communicates across Zendesk appropriately and as needed.Behaviors3+ years of reporting and dashboard capabilities.3+ years of learning management system and/or HR systems experience.Leads with impact & influence.Establishes credibility, effectively persuades and develops others, and achieves important objectives collaboratively.Champions Zendesk culture and empowers employees to take responsibility for their jobs and goals.Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills.Appropriately communicates organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication.#J-18808-Ljbffr
