Training Coordinator, Contact Center
Core
Design, develop, and deliver training content and coaching to prepare contact center employees for client interactions and performance metrics.
Role type
Training Coordinator (Instructional Design & Delivery)
Builds
e-learning courses, training guides, and learning activities for contact center staff
Domain
Financial Services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Instructional design, e-learning authoring (Articulate Storyline/Rise), performance coaching, data analysis, needs assessment, LMS management
Preferred skills
UI/UX principles for learning design, strategic mindset, change management
Technologies
Articulate Storyline, Articulate Rise, Adobe Captivate, Zenerate, MS Office, Workday Learning/LMS
Responsibilities
Design and develop training content and e-learning courses; deliver training and monitor learner progress; analyze performance data and trends; coach employees to meet call center metrics; partner with SMEs and Instructional Designers on learning solutions
Seniority
Mid-level, hands-on IC