Training Facilitator (Call Center)

Overview

The Contact Center Facilitator position is responsible for facilitating learning to develop participants' skill sets. This includes a variety of delivery methods including classroom learning, team meetings, virtual sessions and virtual learning debriefs.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Responsibilities

• Manage the classroom and participants during training by tracking attendance, addressing inappropriate behavior and documenting performance (strengths and development needs).
• Perform all administrative duties including class and lab preparation, schedule administration, and participant record maintenance (e.g., test scores, evaluations and attendance).
• Perform all LMS prerequisite requirements and post-training duties including evaluation.
• Follow facilitator guide to lead learners through appropriate activities, discussions and debriefs.
• Provide feedback to learners to aid with knowledge transfer and behavior change, with support of the facilitator guide.
• Pursue development opportunities focused on facilitation, learner engagement, performance coaching and classroom management excellence.
• Observe training end-users to gain deeper understanding of how training translates in the business.
• Coach learners on specific skills within a role, process or system.
• Monitor individual and class performance to ensure performance and new hire standards are met.
• Troubleshoot technical issues and problems before and during sessions.
• Seek input from and provide feedback to learners to aid with knowledge transfer and behavior change.
• Provide feedback on the success of learners and learning programs to site leadership and to the Learning & Development team.
• Participate in task forces, committees and / or team meetings.
• Perform other duties as assigned.

Qualifications

"Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life."

A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Spectrum Communications is known by our Spectrum products and services, including Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

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