Contact Center Training Moderator

Lowe's Companies, Inc.•Mooresville, NC

2d•$21 - $35•Remote

About The Position

This position is fully remote, allowing you to enjoy the flexibility of working from home while collaborating with skilled team members and contributing to groundbreaking solutions. Your Impact The purpose of the Contact Center Training Moderator is to provide support for the technical elements of virtual and on-site training events thereby allowing the Contact Center Training Supervisors to do what they do best - guide training participants through content to achieve learning objectives. This role helps transform virtual and on-site training into trouble-free, fast moving, interactive events that keep students involved and the instructor on track. This position provides support for learners during training sessions ensuring participants receive the technical support needed to keep up with the class. This position also provides support to Contact Center Training Supervisors by serving as an escalation point and resource for new hires during their nesting period. This support may include providing coaching and feedback to assist new hires in building their skills during their new hire training period.

Requirements

High school diploma or GED or equivalent years of experience in lieu of education requirement, if applicable
1 Year Experience working in a customer facing role
1 Year Experience supervising, mentoring, providing guidance to others
1 Year Ability to build and maintain working relationships with management, business leads and peers on a wide range of matters

Nice To Haves

Associate degree Business Administration, Education, or other related field
2 Years Experience in Contact Center Customer Experience Professional, Service / Project Coordinator, or Knowledge Support Professional position.

Responsibilities

Provide support and troubleshoot technical issues for anyone attending on-site or virtual classroom training. Issues can include logging in, site navigation, tool functionality, screens freezing and audio failures.
Assist Contact Center Training Supervisors in engaging virtual and on-site classrooms, by serving as a second set of eyes to monitor and alert them to student questions, by providing time checks and by engaging the class should the instructor lose connectivity.
Troubleshoot and resolve common issues and assist presenters and participants in working through technical challenges associated with our delivery platform: Zoom, Adobe Connect, Microsoft Teams, etc.
Assist Contact Center Training Supervisor with basic instructional items such as: welcoming attendees to training, providing any housekeeping items, introducing speakers, facilitating the Q&A by prioritizing, prescreening questions and asking the speaker the questions on behalf of the class, etc.
Act as a participant advocate by restating or rephrasing questions from the participants that were unclear.
Load materials, launch polls, facilitate break-out sessions and exams, monitor chat pods.
Provide feedback for continuous improvement to Contact Center Training team for instructional improvements.
Monitor and act as a conduit to ensure that online questions/comments are captured and forwarded to the responsible individual.
Keep customer service skills refreshed by supporting customer contacts in production on a regular basis.
Serve as an escalation point and support resource for new hires during their nesting period.