Contact Center Learning Coordinator

Navajo Tribal Utility Authority; Fort Defiance (AZ); On-site; USD 48,000 - 68,000; Full time

Job summary

Navajo Tribal Utility Authority in Fort Defiance, AZ seeks a Learning & Development Specialist to design and deliver training for Associates in the contact center. You will mentor on floor and in one-to-one settings, developing labs and exercises to enhance performance and ensure compliance with NTUA policies.

As a Navajo-speaking professional, you will align training with state and federal regulations, maintain records, and create job aids to support ongoing uptraining.

Qualifications

• Requires Bachelor's degree in HR, Education, Training, or related field.
• 2 years customer service or technical support experience coaching and mentoring Associates.
• 2 years product knowledge for the utility.
• Navajo speaking is required; bilingual or multilingual.
• Valid driver's license required.

Responsibilities

• Creates learning experiences that train new and long-term Associates to excel in their work environment through expert classroom instruction, on floor mentoring and one-to-one skills
• Creates and maintains a positive learning environment
• Modifies and presents training programs for representatives and teams
• Creates labs and exercises when directed to enhance the operations of the Contact Center
• Provides one-to-many and one-to-one mentoring to Associates
• Acts as a technical and procedural escalation point for Associates, Quality Assurance Agents, and Team Leaders
• Tracks and analyzes training programs by examining Associate performance and recommends changes to the New Hire Training program
• Stays informed on Contact Center processes and creates Job Aides or Uptraining Programs
• Creates a schedule to outline monthly uptraining's and maintains records of trainings
• Maintains training records to exhibit program compliance with NTUA, State, Federal, and Navajo Nation laws, policies, and/or procedural guidance
• Prepare or assist with the preparation of scheduled and/or ad hoc statistical, financial, and narrative reporting
• Performs other duties as assigned.

Skills

Coaching & mentoring

Customer service experience

Product knowledge for utilities

Navajo language - bilingual

Education

Bachelor's Degree in Human Resources, Education, Training, or related

High School Diploma or GED

Tools

MS Office Suite

Job description

MINIMUM QUALIFICATIONS REQUIRED:

• High School Diploma or GED
• Bachelor's Degree in Human Resources, Education, Training, or related
• 2 Years customer service or technical support experience coaching and mentoring Associates in a contact center
• 2 Years excellent product knowledge for the utility
• Must be proficient in MS Office Suite (Word, Excel, Access, PowerPoint, Outlook, and digital platforms)
• Navajo speaking is required. Bilingual or multilingual
• Valid Driver's License required (subject to motor vehicle record review)

JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES

• Creates learning experiences that train new and long-term Associates to excel in their work environment through expert classroom instruction, on floor mentoring and one-to-one skills
• Creates and maintains a positive learning
• Modifies and presents training programs for representatives and
• Creates labs and exercises when directed to enhance the operations of the Contact
• Provides one-to-many and one-to-one mentoring to
• Acts as a technical and procedural escalation point for Associates, Quality Assurance Agents, and Team
• Tracks and analyzes training programs by examining Associate performance. Recommends changes to the New Hire Training program to enhance
• Stays informed on Contact Center processes and creates Job Aides or Uptraining Programs where appropriate.
• Creates a schedule to outline monthly uptraining's and maintains records of trainings
• Maintains training records to exhibit toEnsures program compliance with NTUA, State, Federal, and Navajo Nation laws, policies, and/or procedural guidance.
• Prepare or assist with the preparation of scheduled and/or ad hoc statistical, financial, and narrative
• Performs other duties as assigned.

Navajo Preference

Navajo Veteran Preference

This institution is an equal opportunity provider and employer.