Facilitator (Hybrid)

CapeTalent; Atlanta (GA); Hybrid; USD 104,000 - 125,000; Full time

Benefits offered by this job

Laptop Provided

Job summary

CapeTalent is seeking a dynamic Facilitator to deliver high‑impact training and coaching for contact center professionals in a hybrid Atlanta setting. You will lead live in‑person and virtual sessions, coaching learners to mastery of service skills, empathy, and product knowledge.

The role requires 3–5 years’ experience in contact center training, blended learning expertise, and strong facilitation with tools like Zoom/Teams/Webex. 9–5 schedule with heavy Slack communication, laptop provided.

Qualifications

• 3–5 years’ experience facilitating training in contact center or customer service environments.
• Experience with blended learning (ILT, VILT, eLearning).
• Excellent communication and storytelling skills.

Responsibilities

• Deliver instructor‑led classroom and virtual sessions on customer service, communication skills, empathy, systems navigation, and product knowledge.
• Facilitate onboarding and upskilling programs for contact center agents and team leads.
• Create an inclusive, engaging environment that encourages participation.
• Use role plays, call listening exercises, and simulations to build job‑ready skills.
• Provide one‑on-one and group coaching to reinforce eLearning content.
• Observe live or recorded calls and provide feedback to improve quality.
• Track learner progress and assessment completion.
• Partner with QA and Operations to align learning with KPI's.
• Recommend improvements to content and delivery methods.

Skills

Facilitation

Coaching

Blended learning

Storytelling

Training delivery

Education

Certification in facilitation/learning/coaching (ATD/Kirkpatrick/ICF)

Tools

Zoom

Teams

Webex

Miro

Job description

CapeTalent isn’t your average staffing agency. We connect AI-forward Learning & Development professionals with Fortune 100 companies who are shaping the future.

1099 or C2C Contract Details (No W2)

• Duration: 6 months (high probability of extension) with a start date of Sept/Oct 2026
• 40 hrs/week @ $50-$60 hr (C2C or 1099), based on experience
• Hybrid - 3 days per week onsite in Atlanta, GA
• 9–5pm EST/CST/MST/PST with heavy Slack communication
• Laptop Provided

About the Role

We are seeking a dynamic and engaging Facilitator to deliver high-impact training and coaching for contact center and customer experience professionals. This role combines live facilitation, virtual delivery, and learner coaching to ensure participants master the skills and behaviors that drive world‑class service performance.

What You’ll Do

• Deliver instructor‑led classroom and virtual sessions on customer service, communication skills, empathy, systems navigation, and product knowledge.
• Facilitate onboarding and upskilling programs for contact center agents and team leads.
• Create an inclusive, engaging environment that encourages participation.
• Use role plays, call listening exercises, and simulations to build job‑ready skills.
• Provide one‑on‑one and group coaching to reinforce eLearning content.
• Observe live or recorded calls and provide feedback to improve quality.
• Track learner progress and assessment completion.
• Partner with QA and Operations to align learning with KPI's.
• Recommend improvements to content and delivery methods.
• 3–5 years’ experience facilitating training in contact center or customer service environments.
• Proven success coaching frontline employees.
• Experience with blended learning (ILT, VILT, eLearning).
• Skilled in facilitation tools (Zoom, Teams, Webex, Miro, etc).
• Experience with LMS platforms and CRM systems.
• Excellent communication and storytelling skills.
• Certification in facilitation, learning, or coaching (ATD, Kirkpatrick, ICF) is preferred.
• Experience in contact center operations, QA, or leadership is preferred.

You’ll Thrive in This Role If You

• Communicate with energy and authenticity, making every session engaging and relatable.
• Love coaching others, giving clear, supportive feedback that builds confidence.
• Adapt quickly, staying calm and creative when plans or technology shift.
• Enjoy using digital tools, turning virtual sessions into interactive experiences.
• Focus on performance, connecting learning outcomes to real business results.
• Collaborate naturally, partnering across teams to drive continuous improvement.