Contact Center Facilitator

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 through a variety of delivery methods.

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.

Required Skills/Abilities and Knowledge
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
Required Education
Bachelor's degree or equivalent combination of education and experience

Required Related Work Experience and Number of Years
Training delivery experience in a formal or informal setting - 2+
Experience or equivalent in the functional area and or business unit - 2+

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge