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Learning Facilitator - Contact Center Focus Job in Cleveland, Ohio US
Monster
 
 
 
 

Job Summary

Company
KeyBank NA
Location
Cleveland, OH
Industries
Government and Military
Job Type
Full Time
Employee
Years of Experience
2+ to 5 Years
Job Reference Code
84237867

Learning Facilitator - Contact Center Focus

About the Job

Location:
4900 Tiedeman Road - Brooklyn, Ohio 44144-2302

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
This position is eligible to earn a base salary in the range of $61,000 to $80,000 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

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

Job Posting Expiration Date: 07/30/2025

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
 
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