Facilitator, Business Class Customer Care Job - Full-time

Posting Job Title:Facilitator, Business Class Customer Care
Requisition #: 158398BR
Posting Location: Buffalo, NY, US
Area of Interest:Human Resources
Position Type: Full Time

Posting Job Description

Purpose:
The Business Class Customer Care Facilitator will be responsible for administering, organizing and delivering training programs for all aspects of Time Warner Cable ' s Business Class Customer Care department as they relate to products, sales, soft skills, troubleshooting, work procedures, policies, practices and systems functionality.
Management reserves the right to add, change or revise this job description at any time.

Essential Job Functions:
- Under general supervision, provides orientation and training for new employees in the Business Class Customer Care organization.
- Under general supervision, delivers product launch, up-skill and refresher training to existing employees.
- Prepares lesson plans relevant to training materials.
- Under general supervision, coaches to performance, attendance and behavioral challenges in the classroom.
- Recommends changes to existing training programs by providing feedback to the Director or Lead Facilitator.
- Maintains records of training attendance, progress reports for trainees and monitors training results.
- Provide clear and concise communication to various levels of the organization.
- Acts as a change agent to drive change through the organization in a manner that encourages acceptance and promotes company strategies.
- Partners with call center leadership and training leaders to ensure training delivery meets the needs of the department and that training is delivered when necessary.
- Coordinates training activities with the Director or the Lead Facilitator and effectively communicates information and issues for all training activities, classroom challenges, training requests, etc.
- Possesses and applies a broad knowledge of call center, customer service and billing system principles, practices and procedures.
Job Requirements:
- Knowledge of specific customer care subject areas that make high-level agent performance possible.
- Knows and applies fundamental concepts, practices and procedures of adult learning.
- Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field.
- Takes responsibility for initiating goals for self-development.
- Work evenings/weekends as needed

Education Level:
Bachelor ' s degree (B. A.) from four-year college or university.

Required Education (Major) :
Bachelor ' s degree (B. A.) from four-year College or university; or equivalent training, education and experience.

Required Certifications, Licenses, Registrations, etc:
N/A

Experience/Skills Required:
- 2+ years of experience in delivery of training materials
- Knowledge and application of adult learning techniques
- Experienced in all Microsoft software application required including Excel, Power Point, and Word desired
- Excellent organizational skills a must
- Excellent written and oral communication skills
- Must be a dependable and self-motivated individual who can work within a fast-paced environment and make decisions quickly and effectively

Preferred
- Cable industry knowledge
- Experience with database software/ICOMS or CSG billing system knowledge

Travel requirements and frequency:
Some assignments require travel up to 25 percent of the time.

Legal or Financial Responsibilities:
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.

Communication Skill level:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

FCC Unit_TWC: 1811
Controlling Establishment ID: 00335 - Buffalo La Riviere Dr

More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status