Contact Center Learning Coordinator

MINIMUM QUALIFICATIONS

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.