Training Facilitator

ASD is seeking a Call Centre Training Facilitator to support its USPS Program

• Prepares for training delivery by reviewing required materials and participates in Train-the-Trainer sessions
• Delivers training in needed time zone / shift / format
• Evaluates learners progress in real-time on job-related customer service behaviors
• Manages training activities to ensure course objectives are met
• Supports learners through the training and nesting period, including assisting customer care personnel with escalated calls
• Stays abreast of content design and instructional design principles: learning theory, motivation theory, and new materials, methods, and techniques – and uses this knowledge to develop innovative care center learning solutions
• Work with subject matter experts and Call Center Leadership team to develop and implement training for call center agents, according to defined methodology, policy and procedures
• Serves as a subject matter expert in the development and maintenance of training courses and materials in coordination with Instructional Systems Designers

• Possession of a 4-year degree preferred or equivalent experience

• Minimum of ten (10) years’ professional experience; 3-5 years of professional classroom facilitation experience in training capacity required
• 3+ years Call Center training experience is required
• Experience with providing effective coaching and feedback
• Experience with delivery of classroom training or other formal presentations, experience with online (virtual classroom) delivery desired
• Experience with facilitation in a contact center/help desk environment
• Experience with Salesforce.com/CRM platform desired
• Professional demeanor and attitude
• Must be available to travel if required
• Training Certification is plus