Contact Center Facilitator

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

Manage the classroom and participants during training by tracking attendance, addressing inappropriate behavior and documenting performance, both 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.

With support of facilitator guide, provide feedback to learners to aid with knowledge transfer and behavior change.

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 provides 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.

Ability to read, write, speak and understand English

Critical thinking and analytical skills                      

Ability to prioritize and organize effectively                                                                             

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to communicate with all levels of management and company personnel

Ability to deal with the public in a professional manner

Ability to effectively utilize Microsoft Office applications (Word, Excel, PowerPoint, Outlook)

Familiarity with different learning approaches

Feels comfortable presenting/training groups of individuals online and in person