Customer Care Facilitator - Full-time

The purpose of the Facilitator position is to deliver training to Charter Communications’ (formerly Time Warner Cable) customer front-line employees. The Facilitator is integral in the onboarding of new employees and is responsible for providing necessary training, development and coaching to advance the skills of the Charter workforce.
ESSENTIAL JOB FUNCTIONS:

• Organizes and prepares for the delivery of training, including LMS set up and learning environment preparation
• Uses established content to deliver business-as-usual training
• Facilitates learning in an on-the-job training environment
• Facilitates written and hands-on assessments
• Coaches learners to performance
• Manages classroom, including attendance tracking & maintains a safe learning environment
• Responsible for partnering with HR & business leaders on employee issues and/or concerns (e.g., onboarding questions, ADA concerns, employee relations issues, inappropriate behavior, etc.)
• Responsible for ensuring new employees complete HR & compliance onboarding training as applicable
• Responds to business process and tool changes to ensure effective delivery of content.
• Reviews course evaluations and implements improvements or makes suggestions for improvements based on results
• Provides training updates to business partners
• Maintains training facilities
• Completes administrative responsibilities in a timely and accurate manner, including records of training activity
• Required Qualifications:
• Demonstrated ability to deliver formal presentations and/or training content
• Understanding of adult learning methods
• Drive for ongoing learning
• Ability to interpret evaluation results/feedback and adjust to improve performance
• Experience coaching others using cooperative coaching methods
• Demonstrates adaptability by responding to changing situations and priorities in a positive way
• Builds and sustains relationships with co-workers
• Effectively manages time and priorities and follows through on commitments
• Technical skills and knowledge needed to facilitate core functional courses

EDUCATION
Associate's degree (A. A.) or equivalent from two-year College or technical school; or equivalent training, education and experience.

TRAVEL REQUIREMENTS
Yes

SUPERVISORY / MANAGERIAL RESPONSIBILITIES:
Assigns, trains, schedules or oversees work of others; does NOT have the authority or exercise independent judgment to hire, direct, transfer, promote, discipline, discharge or reward other employees, or effectively recommend such action.