Contact Center Learning Coordinator
: Job Details :

MINIMUM QUALIFICATIONS REQUIRED: High School Diploma or GED Certificate.Bachelor's Degree in Human Resources, Education, Training, or related field.2 Years customer service or technical support experience coaching and mentoring Associates in a contact center environment.2 Years excellent product knowledge for the utility industry.Must be proficient in MS Office Suite (Word, Excel, Access, PowerPoint, Outlook, and digital platforms)Navajo speaking is required. Bilingual or multilingual preferred.Valid Driver's License required (subject to motor vehicle record review)JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVESCreates learning experiences that train new and long-term Associates to excel in their work environment through expert classroom instruction, on floor mentoring and one-to-one skills coaching. Creates and maintains a positive learning environment. Modifies and presents training programs for representatives and agents. Creates labs and exercises when directed to enhance the operations of the Contact Center. Provides one-to-many and one-to-one mentoring to Associates. Acts as a technical and procedural escalation point for Associates, Quality Assurance Agents, and Team Lead.Tracks and analyzes training programs by examining Associate performance. Recommends changes to the New Hire Training program to enhance performance. Stays informed on Contact Center processes and creates Job Aides or Uptraining Programs where appropriate. Creates a schedule to outline monthly uptraining's and maintains records of trainings conducted.Maintains training records to exhibit to Management. Ensures program compliance with NTUA, State, Federal, and Navajo Nation laws, policies, and/or procedural guidance. Prepare or assist with the preparation of scheduled and/or ad hoc statistical, financial, and narrative reports.Performs other duties as assigned.Navajo PreferenceNavajo Veteran PreferenceThis institution is an equal opportunity provider and employer.