Customer Contact Center Training and Coaching Senior I

Primary Purpose
Owns the design and end‑to‑end delivery of defined training programs, synthesizes multi‑source performance data to improve learning effectiveness, and leads small projects with manageable scope and risk. Introduces new facilitation tactics and evaluation methods that lift post‑training performance.

Duties and Responsibilities

• Conducts formal needs analyses (interviews, data reviews, workflow observation) and translates findings into learning objectives and content outlines.
• Designs curricula that blend classroom, virtual, e‑learning, and on‑the‑job practice with clear proficiency milestones.
• Builds coaching playbooks that connect QA scorecards and conversation behaviors to measurable outcomes (quality, CSAT, re‑contact).
• Implements evaluation plans (for example, knowledge gain, skill demonstration, early KPI lift) and reports insights to stakeholders.
• Leads small rollouts (content revisions, policy refreshers) by planning timelines, coordinating facilitators, and tracking readiness.
• Partners with QA to calibrate evaluation criteria and align coaching focus with top defect drivers.
• Adapts programs for remote/hybrid delivery using modern virtual facilitation techniques and ensures accessibility and usability.
• Mentors junior professionals on design standards, facilitation craft, and data interpretation.
• Performs other duties as assigned.