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.

MAJOR DUTIES AND RESPONSIBILITIES

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 QUALIFICATIONS

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

Preferred Education

Preferred Related Work Experience and Number of Years

WORKING CONDITIONS

Office environment

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements

Mental Requirements

EOE

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability