Contact Center Facilitator
Join the diverse and dynamic team that powers Michigan's largest energy provider and one of the nation's largest gas and electric combination utilities.
Consumers Energy services 6.
7 million of Michigan's 10 million residents - caring for our friends and neighbors in all 68 Lower Peninsula counties.
We embrace a cleaner and leaner utility vision focused on eliminating energy waste and adding renewable energy from sources such as wind and solar.
At Consumers Energy, we offer more than just a place to work.
We foster a culture that supports career development, growth, and stability, and we take pride in offering our co-workers excellent benefits and compensation packages.
We are deliberately creating an inclusive culture that makes our diverse team of co-workers feel valued, supported, and empowered every day.
We're a company made up of thousands of people, all with different stories to share and work to do, but we stand united in our company purpose:
world class performance delivering hometown service.
Job Description/
Responsibilities:
This Learning Associate II position serves as an Instructor on the Learning and Development team supporting Customer Operations & Business Technology, including Contact Center training.
As a Facilitator this role is multi-faceted and will include delivering training for our internal business partners, primarily the Customer Contact Center and revising, assisting in maintaining training materials, and managing projects.
In this role, you will be responsible to provide the business partners with the knowledge and tools necessary to perform in every aspect of the Customer Service position, which includes proper handling of electric and gas emergencies.
Must be able to attain certifications in delivering CSR curriculum, including gas emergency certification in order to certify CSRs, and be equipped to handle life/death situations.
Along with attaining these certifications, you will also be expected to attain additional Learning and Development, Technology (LD&T) certifications to provide appropriate training support for other LD&T courses, and other work groups as identified and/or necessary.
Must be able to exhibit the ability to facilitate training and assess standard/routine to complex information and data; along with a variety of performance-based learning events that include technical and soft skills, including classroom, virtual and blended training approaches with limited supervision.
Will regularly assess learner experience, and modify delivery styles, as needed.
Must be comfortable in an environment where continuous innovation and improvement is the norm.
Required
Qualifications:
- A Bachelor s degree in an applicable field of study (or equivalent experience).
- Minimum of 2+years Customer Service experience required with knowledge of contact center processes and systems.
- Working experience of SAP/CRM7 and windows based software required.
- Excellent factilitation and classroom management skills with 1
years of experience in an instructor role, plus virtual delivery experience. - Travel and overnight stays are required for this position.
Preferred
Qualifications:
- Excellent factilitation and classroom management skills with 1
years of experience in an instructor role, plus virtual delivery experience. - Strong customer service, public speaking/presentation skills and written and oral communications skills are essential.
- Ability to relate with all levels within the organization, have tact, diplomacy and professionalism.
- This position requires the ability to work independently, within a virtual team environment.
- Industry certifications (CPT or CPLP) or recognized training programs
- Experience/skillset in designing for, and delivery in a virtual environment
- Prior experience in developing training content and materials.
- Project management experience.
- Experience working with a union workforce preferred.
- Qualified candidates must also possess the ability to analyze data, be detail oriented and possess strong leadership skills.
- Conducts and coordinates training programs including:
defining objectives, selecting training methods, designing program evaluations, producing course material and training aids, developing participant selection criteria and assessing program effectiveness.
Essential Functions:
- Facilitates training curriculums in classrooms and/or via virtual platforms, may also develop and revise training content for virtual/eLearns, manage projects and oversees various employee groups.
- Understands adult learning theories and practices, creates experiential learning and follows training delivery, and development standards and processes.
- Exhibits exceptional collaborative, interpersonal communication and leadership skills to support and strengthen relationships with business partners.
- Prepare reports and correspondence, participate in meetings; compile data.
- Maintain regular, predictable and punctual attendance during regularly scheduled work hours at assigned worksite.
- Work a flexible schedule, which may include evenings, weekends, holidays and overtime.
- Meet travel requirements of the position.
- Perform the physical requirements of the position; work within the established working conditions of the position.
- Partner with People and Culture to maintain current knowledge of workplace diversity, equity and inclusion issues, EEO, sexual harassment, and ADA regulations, laws, and policies.
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Estimated Salary: $20 to $28 per hour based on qualifications.
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