Frontier Instructors perform a full range of facilitation and support functions related to the training and quality assurance activities to ensure that the Frontier’s vision and business objectives are met. This position is responsible for delivering specialized training to newly hired and incumbent Internet Help Desk Trusted Advisors (IHD). This position works closely with the Frontier Secure Team, Workforce Management, coaches and serves as a positive link between the operations management staff and employees.
Duties & Responsibilities:
Delivers all Internet Help Desk technical support curriculum to TECHs (new hire and incumbent) on the policies, procedures and processes required to properly service all calls handled by the Help Desk. Selects and/or delivers the appropriate method of instruction for training using the adult learning styles. Methods could include individual, group, self-study, simulation, skills practice, and/or computer-based training.
Measures, evaluates, and tracks employees’ progress through the training curriculum in order to assess if an individual is ready to work in his/her position vs. needing additional classroom training to fulfill job responsibilities.
Provides feedback to supervisory staff on the performance of individual employees’ progress through the training curriculum.
Processes incoming calls to identify training opportunities and suggests methods for improving employee and/or team performance.
Provides input to training policies and programs and determines training schedules based upon: knowledge of identified training needs; department processes; business systems; or changes in products or services.
Prepares training materials for roll out of new products and services, as needed.
Maintains all supplemental training materials to ensure accuracy and the most current information.
Assists with the creation, implementation, and analysis of qualitative and quantitative training needs assessments and training effectiveness evaluations.
Records, listens, and evaluates calls for customer service skills, technical skills and policy and procedure adherence. Suggests additional training as needed.
Works on Special Projects, as needed, when requested by Training Manager (e.g., creating and presenting supplemental training or Job Aids).
To be a successful Instructor at Frontier, you will need the following:
Facilitation experience in a fast-paced environment. Internet Help Desk Call center experience is preferred.
The ability to project a positive and helpful attitude.
The ability to communicate openly and non-judgmentally.
Outstanding leadership skills to include:
Ability to multi-task
Coaching competencies aligned with our Leadership model
Excellent communication skills (verbal and written)
The ability to have fun and enjoy your work environment.
Minimum of 3 to 5 years experience in Call Center Environment.
Broad knowledge of training program design and delivery methods.
Strong, decision-making and interpersonal skills.
Post-secondary education; or 1-3 years of training/coaching experience, preferably in a call center environment; or an equivalent combination of education and experience.
Excellent oral and written communication skills
Excellent Microsoft Office skills (Excel, PowerPoint, Word)
Strong analytical and organizational skills
Attention to detail
Must be a strong team player willing to work toward achieving team goals
Must be flexible to meet our changing training needs
Ability to work overtime and travel, if needed (e.g., up to 40%).