Customer Service/ Call Center Instructor

The Centers•Cleveland, OH

4d•Hybrid

About The Position

Responsible for leading workshops, career tracks, and certifications tracks to enrolled job seekers within the El Barrio program. Additionally, provides staff orientation and continued professional development. Performs various administrative duties aligned with the role. Responsible for staying abreast of industry changes and effectively incorporate into the delivery of the curriculum. Influences team processes through collaboration towards process improvement.

Requirements

High School Diploma or equivalent.
Two years of experience in workforce development.
Two years relevant exposure to or experience with instruction and delivery of adult learners preferred.
Experience working with electronic platforms (i.e., Microsoft software, internet, databases, and virtual learning platforms).
Requires travel to other facilities and meetings.
Must possess a valid driver’s license for the State of Ohio with less than two points on his/her driving record.
Must be able to safely and competently operate vehicle.
Minimum 1 year experience working in a call center.
Minimum six (6) months to 1 year experience in customer facing in person interactions required.

Nice To Haves

Bachelor’s degree in Education, Adult Learning & Development, or related field preferred.
Bilingual in oral and written English, Spanish and Arabic preferred.

Responsibilities

Support, implement and assess various instructional programs and program effects on participant’s achievement.
Effectively instructs training virtually and in person to all registered job seekers, supports the creation of lesson plans and supplemental material.
Encourage professional growth and facilitate organized, individual and/or group learning opportunities for team members.
With guidance from manager, participates in goal and plan setting and evaluation for team members continued development.
Coordinate Career Coach’s and external partners (in collaboration with the Job Developer) schedules with leading and assisting in workshop delivery.
Develop a monthly schedule to ensure the Coach is aware of the time and schedule in advance.
Responsible for instructing and supporting Coaches with materials for all workshops, in advance.
Ensures adequate or alternative coverage for all scheduled sessions.
Perform variety of tasks in multiple applications to ensure proper scheduling, enrollments, and building Instructor led Trainings for delivery of assigned training program.
Communicate effectively with all program participants around program requirements, participation, and engagement.
Ensures accurate attendance and progress notes are reported and updated after each session completed in appropriate database.
Works with the CRM Administrator with any performance and program outcomes of job seekers.
Organize, update, and track team member professional database to ensure accurate information for reporting and continued development of team members.
Participates in interactive process with Manager utilizing collected and aggregated data providing feedback that will help curate and update content, delivery practices, and alignment with program outcomes.
Collaborates with manager to formulate a process for evaluating progress, development of staff and job seekers, and effectiveness of content.
Actively working towards accomplishing and meeting program goals as outlined within contracts, while keeping the job seeker at the front of mind.
Stays abreast of all industry trainings to remain a subject expert by Identify curricular resources and engaging training materials, facilitator guides and related supporting tools that could aid in the update or creation of new instructional materials.
Transport clients using agency vehicles to off-site work experiences.
Attends required meetings or builds agendas and leads targeted meetings as needed.
Assist with special projects.
Performs other duties as assigned.