Staff Facilitator & Training Coordinator

The Facilitator & Training Coordinator is a high-impact, shared-skill role that unifies live learning delivery and operational coordination into a single integrated position. You will facilitate ILT, VILT, and blended learning sessions that drive measurable behavior change; own end-to-end logistics, LMS administration, scheduling, and learner communications; and track Kirkpatrick L1–L2 data to fuel continuous improvement. The ideal candidate thrives in ambiguity — equally energized by facilitating a dynamic virtual classroom and by building a clean tracking spreadsheet the next morning. They hold two truths simultaneously: great facilitation is a craft requiring preparation, presence, and adaptability; great coordination is a discipline requiring precision, proactivity, and follow-through. Reports to the Facilitation Manager.

Facilitation & Learning Delivery Deliver ILT and VILT sessions on customer service, product knowledge, communication skills, systems navigation, and role-specific content across new hire onboarding, upskilling, and continuous learning programs Create an inclusive, participatory learning environment grounded in adult learning principles; use role plays, case studies, call simulations, and scenario-based exercises (learners doing 80%, facilitator guiding 20%) Facilitate nesting and on-the-job practice with coaching, feedback, and structured debriefs before learners are released to production Adjust delivery in real time based on group energy and comprehension signals; provide 1:1 and small-group coaching for learners needing reinforcement Partner with QA and Operations to align content with current KPIs, quality benchmarks, and performance standards Training Coordination & Operations Own end-to-end scheduling of sessions — calendar setup, learner invitations, rescheduling, cancellations; serve as day-of logistics lead (virtual session setup, breakout rooms, real-time issue resolution) Manage learner enrollment, waitlists, completions, and certifications in the LMS; maintain accurate, audit-ready records and distribute compliance reports Prepare and version-control training materials, workbooks, facilitator guides, and job aids; coordinate supplies, vendors, and invoicing Draft pre-training communications, reminders, pre-work instructions, and post-training follow-ups; distribute evaluation surveys within 24 hours of session close Data, Reporting & Continuous Improvement Track and report attendance, no-show rates, completions, learner satisfaction (L1), and post-training assessment results (L2) on a weekly/monthly cadence Identify patterns (scheduling conflicts, low-completion cohorts, engagement trends) and proactively surface insights; maintain training calendars, trackers, and dashboards Participate in post-session debriefs and contribute to the Facilitator Community of Practice Qualifications Required Associate's or Bachelor's degree in HR, Education, Organizational Development, Business Administration, or related field — or equivalent professional experience 3–5 years facilitating training in contact center, customer service, financial services, or similar environments, with demonstrated success in blended learning (ILT, VILT, eLearning) 1–3 years of training coordination, learning operations, HR administration, or event/program management Experience with at least one enterprise LMS (Workday Learning, Docebo, Cornerstone OnDemand, or equivalent) Proficiency with virtual platforms (Zoom, Teams, Webex, Google Meet) and Microsoft Office or Google Workspace Clear, professional written and verbal communication; comfort compiling and presenting clean, accurate metrics Preferred Certifications: ATD (CPTD/APTD), Kirkpatrick Four Levels®, ICF, or equivalent Familiarity with financial services, tax, accounting, or small business software (QuickBooks, Intuit product suite) Exposure to adult learning principles (Knowles), ADDIE/SAM, and Kirkpatrick L1–L4 evaluation Coaching