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At Frontier, seeing what's beyond the horizon is in our fiber. And we've been doing just that for over 80 years - connecting communities with emerging communications technology across the country. At Frontier, we're transforming our business to break new ground and taking the digital revolution across the nation. We've invested over $1.6B to roll out fiber-fast internet to 10m+ homes by 2025. We're growing our team so you can join us in exploring and opening new frontiers. Here, you'll have the opportunity to build a powerful foundation for America's future and yours.
Frontier Instructors perform a full range of facilitation and support functions related to training and quality assurance to ensure the customer experience and business objectives are met. This position is responsible for delivering Frontier Call Center training to newly hired/current employees. This position works closely with both internal and supplier Workforce Management Analysts, Project Specialists, Supervisors, and Directors, serving as a positive link between operations staff and employees.
In this in-person role, you will be required to report to our Dallas, TX, location (1919 McKinney Ave Dallas, TX) to complete your work responsibilities.
In this role, you will need to be a team player, goal-oriented, and have a coaching approach. The Senior Training Specialist will utilize decision-making skills and presentation skills to deliver content and provide meaningful feedback, training, and coaching to our partner trainers.
- All applicable system training.
- Job Specific Training (facilitation and development).
- Regular Interaction with vendors/suppliers in coordinating and conducting classes, and trainer certification.
- Strong working knowledge of KPIs for Frontier Call Centers.
- Refresher training based on business needs.
- Product training for new and previously deployed Frontier products.
- Train for all local and national Frontier promotions.
- Update and maintain an accurate instructor guide and training agenda.
- Measure, track, and evaluate employee progress through the training curriculum to assess if the individual is ready to perform the needed work.
- Maintain oversight of trainees for the first 90 days of employment or movement to a new line of business or area.
- Provide clear feedback to the supervisory staff on individual employees' performance through daily or weekly updates.
- Provide coaching, development, and corrective action plans when required.
- Handle inbound calls/chats (where allowed) to identify training opportunities and suggest methods for improving employee/team performance.
- Listen/review inbound calls/chats (where allowed) from employees to assure compliance with company standards.
- Partner with internal customers to deliver exceptional call center agents and positively represent the training department.
Nothing is more important to our success than the team that built it. That's why we provide benefits to keep you and your family well. Some of which we're most proud to offer include:
- Salary Range: $57,000 - $142,000
- 20 PTO (Paid Time Off) days + 10 paid holidays per year
- Day one medical, dental, vision, and prescription drug plan
- 401k match of 50% on 6% of eligible compensation
- Same-sex spouse and domestic partner benefits coverage
- 10 weeks of paid parental leave, 3 weeks of paid caregiver leave, and up to $10k in adoption program assistance
- 3 to 5 years experience in a Call Center environment
- Previous training/facilitation experience
- Broad knowledge of training program design and delivery methods
- Ability to coach contact center agents and managers and be seen as a peer to managers
- Ability to use different delivery techniques including individual, group, simulation, skills practice, or computer-based training. Ability to facilitate "webinars" or virtual learning methods
- Ability to deliver training through virtual platforms i.e. Skype, Teams, Zoom, etc.
- Strong decision-making and interpersonal skills
- Excellent oral and written communication skills
- Proficiency with PowerPoint, Word, Excel
- The individual must demonstrate a comfort level with public speaking. Speaking and interacting with various audience members is required
- Facilitation experience in a fast-paced environment
- Ability to always possess a positive approach to the teaching/learning environment
- Ability to communicate openly and non-judgmentally
- Possess a strong ability to multi-task
- Strong analytical and organizational skills
- Strong team player with an unwavering commitment to achieving team goals
- Flexibility to meet our ever-changing training needs
- Ability to work overtime and multiple shifts when needed
- International travel required up to 50% of the time
RSRFTR
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.