Navajo-Language Contact Center Learning Coach

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

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.