Trainer - Technical Resolution

As the third-largest cable provider in the nation, Cox Communications Inc. is noted for its high-capacity, reliable broadband delivery network and superior customer care. For Cox, it’s not about being the biggest; it’s about being the best.

**Cox Communications, Inc. is seeking a Trainer - Technical Resolution** who is responsible for delivery of learning and development solutions that maximizes the effectiveness of representatives responsible for creating the Cox Experience when handling technical support calls from Cox Customers. This role facilitates knowledge transfer to call center agents through performance-based learning, that includes highly interactive discussions, role plays, and group exercises. This role has key accountability for delivering training to technical support employees in problem-solving service interruption, technical support roles that result in agent performance in the identification of service interruptions, problem-resolution, avoidable truck rolls, and service-to-sales opportunities. Training delivery will cover a variety of mediums, including but not limited to classroom facilitation, virtual classroom, webinar, huddles and informal learning channels.

* Prepares representatives responsible for resolving and educating customers on Cox products and services by conducting training programs, orientation for the core suite of products/services focused on technical troubleshooting tools and processes. * Maintains technical resolution knowledge related to newly released and/or enhanced products and services. * Conducts training courses and workshops that result in proactive diagnosis and resolution of customer technical problems by call center agents. * Educates call center agents on the behaviors that build trust in Cox as part of the technical resolution process. * Delivers skill-building activities on the use of desktop tools and problem-solving processes to support trouble-shooting of Cox products and services. * Maintains an understanding of current industry trends, Net Promoter Score and competitive information so that they can transfer knowledge to the training audience. * Determines specific training needs by observing customer interactions, identifying opportunities for agent coaching; Provides ongoing feedback to agent supervisors and leaders on skills building opportunities for call center agents. * Reviews and understands the business scorecards and reports; confers with leaders in the COEs to collect feedback and ensure training remains relevant. * Functions as a core instructor for technical resolution training delivery that includes blended learning approaches. Technical Resolution (Residential_CB) - JD - Final.docx 8/28/2014 1 * Delivers formal and informal training via a variety of methods to include: classroom, virtual classroom, webinar, huddle, e-learning. * Instructs multiple call center learning programs, including behavioral skill programs, service to sales workshops, and other standard program offerings. * Models leadership capabilities while serving as a change champion within the Centers of Excellence. Provides program management for needs assessment, implementation, delivery, and tracking of training program/projects. * Contributes to the development and enhancement of TMD training materials by providing feedback to curriculum development partners on activities and/or content as to relevance, success in the classroom and potential e-learning modules. * Collaborates within the TM&D team to provide feedback, ensures facilitation consistency in program delivery, and provide growth and development opportunities through regular calibration and facilitation sessions. * Sustains learning solutions that build and enhance the skills, knowledge and abilities of the frontline service teams, as well as supervisors. * Updates abilities by participating in development opportunities to enhance and build training skills and capabilities; reading professional publications; participating in professional organizations, and attending business channel meetings. * Applies comprehensive knowledge and expertise of technical resolution processes across trouble shooting, reporting, and customer service techniques in a call center environment. * Provides support to third-party vendors as appropriate. * Minimum * 2 or more years of experience in technical resolution role in a call center environment. * Ability to translate complex technical concepts with ease to facilitate learner comprehension and application of knowledge. * Excellent written and oral communication skills. * Excellent presentation and facilitation skills. * Understands how adults acquire and use knowledge, skills, attitudes, understanding individual differences in learning. * Demonstrates a thorough understanding of training and facilitation techniques, adult learning principles, and coaching ability as a technical resolution professional. * Strong interpersonal skills with the ability to engage a group and motivate behavior change. * Ability to direct, supervise and energize small groups in a classroom setting. * Demonstrated leadership skills, including creativity, integrity, sound judgment, initiative and flexibility. * Ability to act professionally, confidently, and positively communicate with employees and managers at all levels. * Ability to quickly learn programs and product offerings. * Ability to analyze data and identify trends for potential up-skill solutions. * Demonstrated ability to coach and develop others in a call center environment. * Strong desktop skills in Microsoft Office Suite to include Word, PowerPoint and Excel.

Preferred * BS/BA degree in related discipline strongly preferred (i.e. Business, Computer Sciences, Engineering and Human Resources or similar degree). * Supervisor experience preferred. * Experience in telecommunications industry desired. * Demonstrated experience facilitating large groups of 20 or more people. * Work samples demonstrating training deliver experience such as in class activities, especially in a technical environment. * Ability to travel up to approximately 25% of the time.