Contact Center Learning Coordinator

Navajo Tribal Utility Authority•Fort Defiance, AZ

11h•Onsite

About The Position

This role is responsible for creating and delivering learning experiences to both new and long-term associates in a contact center environment. The coordinator will provide expert classroom instruction, on-floor mentoring, and one-to-one skills development. They will also modify and present training programs, create labs and exercises, and serve as a technical and procedural escalation point. Additionally, the role involves tracking and analyzing training programs, recommending improvements, staying updated on contact center processes, and creating job aids or uptraining programs. Maintaining training records and ensuring compliance with relevant laws and policies are key responsibilities. The position also involves preparing reports and performing other assigned duties.

Requirements

High School Diploma or GED
Bachelor's Degree in Human Resources, Education, Training, or related field
2 Years customer service or technical support experience
2 Years coaching and mentoring Associates in a contact center
2 Years excellent product knowledge for the utility
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)

Responsibilities

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 environment
Modifies and presents training programs for representatives
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 Leads
Tracks and analyzes training programs by examining Associate performance
Recommends changes to the New Hire Training program to enhance Associate 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
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