SPECTRUM

Facilitator, Customer Service Call Center Training

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

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

Education

Associate’s degree or equivalent combination of training and / or work experience

Related Work Experience

1 year training delivery experience in a formal or informal setting

3 years experience or equivalent in the functional area and or business unit

Office environment

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

HTR313 323021 323021BR 323021BR

Posted in September 19, 2022

Expired in December 20, 2022

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