The Job:

The Technical Facilitator will be responsible for facilitating and delivering training programs for all aspects of products and services, repair, billing and selling for AT&T Operations. 

Your Day to Day:

- Under general supervision, provides orientation and training for new employees in Product, Repair,  Customer Service and upsell of Products

- Under general supervision, delivers product launch, up-skill and refresher training to existing employees

- Prepares lesson plans relevant to training materials

- Under general supervision, coaches to performance, attendance and behavioral challenges in the classroom in coordination with HRBP, Lead Facilitator and Manager as required

- Recommends changes to existing training programs by providing feedback to the Client/Training Manager or Lead Trainer

- Maintains records of training attendance, progress reports for trainees and monitors training results

- Provide clear and concise communication to various levels of the organization regarding training delivery

Job Requirements:

·         Facilitate training for new and current employees

·         Demonstrate classroom management and control while multi-tasking

·         Maintain the highest levels of performance, quality and service, based on defined metrics, which include but are not limited to sales conversion, QA scores, attendance, attrition, first call resolution, training assessments and surveys, payroll processing, etc.

·         Evaluates trainees’ performance by use of assessments and review of nesting performance based on client KPI’s

·         Co-ownership with Operations, of trainee performance 30-60-90 days after classroom instruction

·         Maintain an up-to-date working knowledge of all assigned cross-trained programs

·         Outstanding interpersonal and interdepartmental skills in a multicultural environment

·         Ability to work independently, integrate with an existing team while maintaining flexibility in a time-critical environment

·         Consult on and/or develop instructional content as needed

·         Knows and applies fundamental concepts, practices and procedures of adult learning

·         Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field

·         Become cross-trained on a variety of programs & topics as needed

·         Ability to follow classroom and nesting SOP’s based on internal and client needs

·         Willing and able to adjust schedule to meet client needs and requirements

·         Willing and immediately able to travel up to 25% of the time for up to 6 weeks at a time

·         Utilize proven sales and service techniques to build customer relationships, enhance the customer’s buying experience, retain customers, and exceed customer care commitments

·         Provide world-class service by delivering an effortless customer experience

·         Interact proficiently with a variety of online systems to problem solve, identify sales and retention opportunities, and present an all-inclusive solution that meets the customer’s needs

·         Opportunity to consistently meet or exceed sales quotas and service objectives in a fast-paced call center environment

To be successful, you must demonstrate:

·         Proven instructional design abilities strongly preferred

·         Proven ability to professionally interact with external clients

·         Classroom management

·         Adult learning styles comprehension and execution in a classroom

·         Creative thinking skills and solutions-oriented

·         Solid PC and keyboard skills, MS Office fluency

·         Outstanding presentation and facilitation skills

·         Strong written/verbal communication skills

·         Working understanding of adult learning theories preferred

·         Conduct Training to new and current employees on a variety of products and services

·         Articulate detailed information in an easy to understand manner

·         Ability to motivate students to learn and perform to Operations standards and client requirements

·         Conduct Training for Technical, Customer Service or Sales projects as provided by our clients

·         Proven abilities in training sales and/or customer care skills in a call center environment

·         Make recommendations and upgrades to the curriculum, script, study materials when appropriate

·         Ability to present to an audience during a standard business day

·         Ability to thrive in a rapidly changing environment quickly adapting to changing business needs and processes

·         Flexible with schedule to accommodate working in a 24x7 environment and international time zones

·         Lifting and moving of training material

The Education/Experience required:

·         3+ years call center training experience preferred.

·         High School Diploma/GED

·         College degree preferred (Adult education a plus)

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.  Not included are duties and responsibilities common to all supervisory positions including the requirements to attend or conduct staff meetings, prepare status reports, make internal and outside contacts, schedule, assign and review work; promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and to discipline, train, develop, and review the performance of subordinates.

#KRT

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