Contact Center Facilitator

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
The Contact Center Facilitator position is responsible for facilitating learning to develop participants skill sets. This includes a variety of delivery methods including classroom learning, team meetings, virtual sessions and virtual learning debriefs through a variety of delivery methods.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Manage the classroom and participants during training by tracking attendance, addressing inappropriate behavior and documenting performance, both strengths and development needs.
Perform all administrative duties including class and lab preparation, schedule administration, and participant record maintenance (e.g., test scores, evaluations and attendance).
Perform all LMS prerequisite requirements and post-training duties including evaluation.
Follow facilitator guide to lead learners through appropriate activities, discussions and debriefs.
With support of facilitator guide, provide feedback to learners to aid with knowledge transfer and behavior change.
Pursue development opportunities focused on facilitation, learner engagement, performance coaching and classroom management excellence.
Observe training end-users to gain deeper understanding of how training translates in the business.
Coach learners on specific skills within a role, process or system. Monitor individual and class performance to ensure performance and new hire standards are met.
Troubleshoot technical issues and problems before and during sessions.
Seek input from and provides feedback to learners to aid with knowledge transfer and behavior change.
Provide feedback on the success of learners and learning programs to site leadership and to the Learning & Development team.
Participate in task forces, committees and/or team meetings.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Critical thinking and analytical skills
Ability to prioritize and organize effectively
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with all levels of management and company personnel
Ability to deal with the public in a professional manner
Ability to effectively utilize Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
Familiarity with different learning approaches
Feels comfortable presenting/training groups of individuals online and in person
Required Education
Bachelor's degree or equivalent combination of education and experience
Required Related Work Experience and Number of Years
Training delivery experience in a formal or informal setting - 2+
Experience or equivalent in the functional area and or business unit - 2+
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Preferred Education
Preferred Related Work Experience and Number of Years
WORKING CONDITIONS
Office environment
PHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
Mental Requirements
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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HTR358 2026-70647 2026
Here, our employees don't just have jobs, they're building careers. That's why we offer a comprehensive package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.