Contact Center Facilitator

JOB SUMMARY
The main goal of this position is to facilitate classroom learning, team meetings, and on-line sessions through a variety of delivery methods. This is an entry level position that requires 1 year of training experience and up to 3 years of experience in the functional area or business unit.
MAJOR DUTIES AND RESPONSIBILITIES

• Facilitate learning to develop participants' skill sets. This includes classroom instruction, team meetings, and on-line Learning debriefs
• 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 facilitation, learner engagement and classroom management excellence
• Shadow 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
• Perform other duties as requested

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
Associate's degree or equivalent combination of training and/or work experience
Required Related Work Experience and Number of Years
Training delivery experience in a formal or informal setting - 1
Experience or equivalent in the functional area and or business unit - 3
HTR358 2025-50071 2025
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