Learning Facilitator - Contact Center Focus

Location:

Job Summary
This role delivers best-in-class learning experiences in physical classroom, virtual, and hybrid learning environments. This role facilitates content spanning from leadership competencies to job-specific skills with a goal of improving an individuals' performance and contribution to business results. This role serves as a knowledge broker who, in addition to sharing key content, focuses on helping learners connect the information to current and future responsibilities.

Primary Purpose: This role is initially aligned to support Contact Center training initiatives. It includes full-day, in-person training for new hires and full-day virtual sessions for upskilling existing teammates.

Responsibilities

• Lead and facilitate modules, classes, workshops and bootcamps to ensure that the programmatic implementation aligns with the identified learning objectives
• Leverage a variety of techniques including, but not limited to: classroom instruction, virtual training, and interactive workshops
• Help learners connect the information to current and future job responsibilities
• Create a comfortable and productive learning environment; engage all learners by flexing delivery approach
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education Qualifications

• Bachelor's Degree in Learning, Education, Business, Communications, Journalism or equivalent (preferred)

Experience Qualifications

• 3+ years' experience facilitating virtual and in-person content in a corporate L&D, education or professional setting (preferred)

Tactical Skills

• Presentation Skills: Ability to deliver engaging and clear presentations to diverse audiences.
• Communication: Strong verbal and written communication skills to convey information effectively.
• Interpersonal Skills: Ability to build rapport and foster a positive learning environment.
• Adaptability: Flexibility to adjust facilitation methods based on audience needs and feedback.
• Active Listening: Skill in listening to participants and addressing their questions and concerns.
• Time Management: Ability to manage time effectively to cover all necessary content within the allotted timeframe.
• Conflict Resolution: Competence in managing and resolving conflicts that may arise during training sessions.
• Knowledge of Subject Matter: Deep understanding of the content being delivered to ensure accurate and relevant information.
• Engagement Techniques: Proficiency in using various techniques to keep participants engaged and motivated.
• Feedback and Evaluation: Skill in providing constructive feedback and evaluating the effectiveness of training sessions.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.