Job Description
MINIMUM QUALIFICATIONS REQUIRED:
High School Diploma or GED
Bachelor's Degree in Human Resources, Education, Training, or related
2 Years customer service or technical support experience coaching and mentoring Associates in a contact center
2 Years excellent product knowledge for the utility
Must be proficient in MS Office Suite (Word, Excel, Access, PowerPoint, Outlook, and digital platforms)
Navajo speaking is required. Bilingual or multilingual
Valid Driver's License required (subject to motor vehicle record review)
JOB RESPONSIBILITIES AND PERFORMANCE OBJECTIVES
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
Modifies and presents training programs for representatives and
Creates labs and exercises when directed to enhance the operations of the Contact
Provides one-to-many and one-to-one mentoring to
Acts as a technical and procedural escalation point for Associates, Quality Assurance Agents, and Team
Tracks and analyzes training programs by examining Associate performance. Recommends changes to the New Hire Training program to enhance
Stays informed on Contact Center processes and creates Job Aides or Uptraining Programs where appropriate.
Creates a schedule to outline monthly uptraining's and maintains records of trainings
Maintains training records to exhibit to
Ensures 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
Performs other duties as assigned.
Navajo Preference
Navajo Veteran Preference
This institution is an equal opportunity provider and employer.
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