Hiring For Learning Instructor/ LMS

Job Description:
Scheduling consists of taking client delivery information such as Course identification, dates,

venue / location / capacity / preferred resources (Instructor, room etc.) and obtaining suitable

information (such as instructor availability, venue availability) so as to publish a class schedule

within a stated calendar period. Processes are defined to give step- by- step instructions on the

interfaces, tasks and parameters to apply to the schedule. Class schedules are typically

published on client systems (Learning Management Systems) or equivalent.

This role provides scheduling services for Learning Shared Services, follows all

scheduling processes to ensure tasks are completed correctly and resource efficiencies are

maintained, works closely with Delivery Services Management, Capability Management and the

Scheduling Team Lead to identify and escalate client issues; obtains and confirms instructor and

facility availability, and adds and amends schedule information to client systems

responding to changes (via e-mail / telephone) so as to maintain a current visible class schedule

to the client.

Responsibilities

Primary:

• Perform Scheduling of Internal and External courses from demand schedules, based

on planned volumes and locations and using specified resources.

• Perform daily scheduling tasks in multiple Learning Management Systems (LMS)

systems, taking into consideration the different national holidays by country and

location.

• Use Learning Management Systems (e.g. Client LMS,  Sum Total LMS) to

input class details for course schedules.

• Complete system screens to accurately enter data to Client Systems / LMS.

• Contact vendors, external instructors, facility owners etc. to arrange and confirm class

schedules.

• Allocate rooms, visual aids, instructor to courses based on defined business rules.

• Solve basic resource conflicts by selecting viable alternatives from a defined list.

• Escalate potential issues to Delivery Services Management, Capability Management

and / or Scheduling Team Lead.

• Assign Instructor resources based on guidance documents showing the required

parameters to be used.

• Work with team lead and the QA role to ensure that the best-fit resources are

assigned. This may include reworking the schedule following reassignment of internal

instructors to meet utilization guidelines or from classes that get cancelled.

• Respond to incoming mail in the Scheduling mailbox and respond within the

timeframes stated in agreement and processes.

• Update session information accurately and on time.

• Ensure Cancellation policies are being followed.

• Perform basic financial calculations to establish whether class enrolment generates

required revenue and margin.

Secondary

• Assist in maintenance of resource databases and /or scheduling tools, advising when

known discrepancies are found.

• Assist in Process Improvement initiatives.

• Communicate LMS issues or potential enhancements to Delivery Management and

Scheduling Team Lead.

Experience

1+ year of Learning sector experience preferably in coordination, scheduling, LMS Administration

Functional Competencies:

• MS Office skills: Ability to understand and make sense of large amounts of data in a

complex environment, strong Excel & Word skills, working knowledge of other MS

Office Suite (Outlook, PowerPoint & One Note) applications, ability to comprehend and

quickly learn client data bases / menu based systems and ability to present data in a

comprehensible format

• Client Interfacing skills (Email & Ticketing System): Good Email etiquette, strong email

drafting & keyboard skills, good interaction skills on ticketing system

• English language proficiency: Strong written & verbal communication skills - grammar,

right word choice, sentence structure, precise / relevant content, smooth thought flow

and the ability to present more information in a short span of time / space sensibly

Knowledge / Skills Requirements:

• Good organizational, prioritisation and multi-tasking skills.

• Strong analytical and problem solving skills.

• Multi-cultural awareness.

• Passion for customer service.

• Team player.

• Attention to detail.

• Focus on high data accuracy.

• Quality driven in communications and all system transactions.

• Ability to deal with customer complaints in a professional and friendly manner and

escalate where appropriate