Training Facilitator

Job Summary:

Lead engaging, consistent new hire and cross-training experiences that prepare employees to perform assigned work accurately and confidently. Assess learning progress and coordinate a documented transition from classroom instruction to nesting and Operations.

Primary owner of classroom and virtual instruction, daily learner progress, assessment

administration, and documented classroom readiness recommendations.

Key Responsibilities:

Training preparation and delivery

• Review approved curricula, client requirements, facilitator guides, and process updates before each class; identify content questions for resolution before delivery.
• Facilitate new hire and cross-training classes using approved materials, demonstrations, realistic scenarios, role play, and guided system practice.
• Adapt delivery techniques and pacing to learner needs while preserving required content and standards; maintain an inclusive, professional learning environment.
• Coordinate classroom, equipment, training-access, and materials readiness with the Training and Performance Support Specialist and designated support departments.

Learner progress and readiness

• Administer approved knowledge checks, skills demonstrations, and assessments; document results and identify employees needing additional instruction.
• Provide timely feedback, classroom coaching, and reinforcement; communicate attendance, participation, and progress concerns through established channels.
• Prepare learner readiness recommendations against approved criteria and document strengths, gaps, and required support for the nesting handoff.
• Coordinate with Operations and the Training and Performance Support Specialist on nesting plans and transition needs; escalate unmet readiness requirements for leadership determination.

Delivery quality and collaboration

• Collect learner feedback and provide specific curriculum improvement recommendations to the Instructional Designer and Curriculum Specialist.
• Participate in train-the-trainer sessions, calibration, and required program updates; maintain proficiency in assigned curricula and systems.
• Deliver scheduled refreshers and process-change training when the new hire calendar permits; support new program launches as assigned.

The Instructional Designer and Curriculum Specialist owns curriculum development, assessment design, and controlled content publication. The Training and Performance Support Specialist owns routine ongoing-agent training, remediation coordination, and consolidated completion tracking. This role does not independently change approved processes or make employment decisions; Operations retains production supervision and routine performance management.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Preferred Skills:

• Two to three years of adult training, teaching, or comparable facilitation experience, including classroom or virtual delivery.
• Two to three years of contact center experience or comparable customer service operations experience with demonstrated ability to learn program processes.
• Strong presentation, interpersonal communication, classroom organization, documentation, and learner feedback skills; proficiency with Microsoft Office and virtual learning tools.

Key Qualifications:

• Associate degree in education, communications, organizational development, or a related field; equivalent education and experience considered.
• Experience facilitating multiple programs, administering skills assessments, supporting nesting, and using an LMS.

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.