Job Title

The Trainer & Live Facilitator is a key contributor to the Customer Experience (CX) training team, responsible for delivering dynamic, engaging, and effective training experiences that empower Customer Experience Community (CERs) to deliver exceptional service. This role leads live facilitation of training related to onboarding, upskilling, and reinforcing learning through interactive sessions, that deliver continuous development of customer-facing teams, ensuring alignment with customer experience standards and business goals. What you''ll do: Facilitate live virtual and in-person training sessions for new hires and tenured team members. Lead interactive Q&A sessions to reinforce learning, clarify complex topics, and encourage peer-to-peer knowledge sharing. Adapt facilitation style to accommodate diverse learning preferences and maintain high engagement. Guide new CSRs through onboarding milestones with a focus on foundational knowledge and early success. Deliver targeted upskilling sessions in response to evolving business needs, customer expectations, or process changes. Reinforce key training concepts through scenario-based learning, role-play, and coaching. Collaborate with the CX Training Manager to ensure consistency between live sessions and digital learning content. Collect and synthesize feedback from training participants to inform content and delivery improvements. Identify knowledge gaps and recommend enhancements to training materials or facilitation techniques. Partner with Quality Assurance, Operations, and Process teams to stay informed of updates that impact training. Communicate changes clearly and consistently to frontline teams through live sessions and follow-up materials. Learner engagement and progress, escalating development needs to the CX Training Manager as appropriate. What you bring: 1-3 years of experience delivering training in a corporate, customer experience, contact center, or operations environment. Proven experience facilitating live virtual learning sessions. Strong understanding of adult learning principles, instructional best practices, and learner engagement strategies. Exceptional verbal and written communication skills, with the ability to simplify complex information and support diverse learner groups. Strong organizational and timemanagement skills, with the ability to manage multiple sessions and cohorts. Experience with the Microsoft Office Suite Salary: $58,300 - $72,850 annually(based on skills, experience, qualifications, and geography). Eligible employees may earn performance-based incentives and have access to comprehensive benefits and retirement plans with matching contributions. This posting is for a newly created position. We do not use AI tools in the selection process and do not request pay history.