Contact Center Learning Coordinator

MINIMUM QUALIFICATIONS REQUIRED:

High School Diploma or GED

Bachelor's Degree in Human Resources, Education, Training, or related

2 Years customer service or technical support experience coaching and mentoring Associates in a contact center

2 Years excellent product knowledge for the utility

Must be proficient in MS Office Suite (Word, Excel, Access, PowerPoint, Outlook, and digital platforms)

Navajo speaking is required. Bilingual or multilingual

Valid Driver's License required (subject to motor vehicle record review)

JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES

Creates 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

Creates and maintains a positive learning

Modifies and presents training programs for representatives and

Creates labs and exercises when directed to enhance the operations of the Contact

Provides one-to-many and one-to-one mentoring to

Acts as a technical and procedural escalation point for Associates, Quality Assurance Agents, and Team

Tracks and analyzes training programs by examining Associate performance. Recommends changes to the New Hire Training program to enhance

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

Maintains training records to exhibit to

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

Performs other duties as assigned.

Navajo Preference

Navajo Veteran Preference

This institution is an equal opportunity provider and employer.