CX Service Excellence Facilitator

Superior Plus • Wayne, PA

23d

About The Position

Why join us: Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do. Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly. Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively. Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends. Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being. Opportunity: A continuous focus on professional development with many opportunities for training & career growth. Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization. What you'll do: Facilitate live virtual and in-person training sessions for new hires and tenured team members. Lead interactive Q&A sessions to reinforce learning, clarify complex topics, and encourage peer-to-peer knowledge sharing. Adapt facilitation style to accommodate diverse learning preferences and maintain high engagement. Guide new CSRs through onboarding milestones with a focus on foundational knowledge and early success. Deliver targeted upskilling sessions in response to evolving business needs, customer expectations, or process changes. Reinforce key training concepts through scenario-based learning, role-play, and coaching. Collaborate with the CX Training Manager to ensure consistency between live sessions and digital learning content.
Collect and synthesize feedback from training participants to inform content and delivery improvements. Identify knowledge gaps and recommend enhancements to training materials or facilitation techniques. Partner with Quality Assurance, Operations, and Process teams to stay informed of updates that impact training. Communicate changes clearly and consistently to frontline teams through live sessions and follow-up materials. Learner engagement and progress, escalating development needs to the CX Training Manager as appropriate.

Requirements

• 1-3 years of experience delivering training in a corporate, customer experience, contact center, or operations environment.
• Proven experience facilitating live virtual learning sessions.
• Strong understanding of adult learning principles, instructional best practices, and learner engagement strategies.
• Exceptional verbal and written communication skills, with the ability to simplify complex information and support diverse learner groups.
• Strong organizational and time‑management skills, with the ability to manage multiple sessions and cohorts.
• Experience with the Microsoft Office Suite
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

Responsibilities

• Facilitate live virtual and in-person training sessions for new hires and tenured team members.
• Lead interactive Q&A sessions to reinforce learning, clarify complex topics, and encourage peer-to-peer knowledge sharing.
• Adapt facilitation style to accommodate diverse learning preferences and maintain high engagement.
• Guide new CSRs through onboarding milestones with a focus on foundational knowledge and early success.
• Deliver targeted upskilling sessions in response to evolving business needs, customer expectations, or process changes.
• Reinforce key training concepts through scenario-based learning, role-play, and coaching.
• Collaborate with the CX Training Manager to ensure consistency between live sessions and digital learning content.
• Collect and synthesize feedback from training participants to inform content and delivery improvements.
• Identify knowledge gaps and recommend enhancements to training materials or facilitation techniques.
• Partner with Quality Assurance, Operations, and Process teams to stay informed of updates that impact training.
• Communicate changes clearly and consistently to frontline teams through live sessions and follow-up materials.
• Learner engagement and progress, escalating development needs to the CX Training Manager as appropriate.

Benefits

• Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
• Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
• Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
• Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
• Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
• Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
• Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed