Facilitator (Hybrid)

About the Role

We are seeking a dynamic and engaging Facilitator to deliver high-impact training and coaching for contact center and customer experience professionals. This role combines live facilitation, in-person delivery, and learner coaching to ensure participants master the skills and behaviors that drive world-class service performance.

Contract Details

1099 or C2C Contract (No W2)

• Duration: 6 months (high probability of extension) with a start date of September / October 2026
• 40 hrs/week @ $55–$60 hr (C2C or 1099), based on experience
• Hybrid (Plano, TX) – Onsite 3 days per week
• 9–5pm EST/CST/MST/PST with heavy Slack communication
• Laptop Provided

What You'll Do

• Deliver instructor-led classroom and virtual sessions on product training / knowledge, customer service, communication skills, empathy, and systems navigation along with internal platforms.
• Facilitate onboarding and upskilling programs for call center agents (CX Training) and team leads.
• Create an inclusive, engaging environment that encourages participation.
• Use role plays, call listening exercises, and simulations to build job-ready skills.
• Provide one-on-one and group coaching to reinforce eLearning content.
• Observe live or recorded calls and provide feedback to improve quality.
• Track learner progress and assessment completion.
• Recommend improvements to content and delivery methods.

What We're Looking For

• 3–5 years' experience facilitating training in CX / contact center or customer service environments.
• Proven success coaching frontline employees.
• Experience with blended learning (ILT, VILT, eLearning).
• Skilled in facilitation tools (Zoom, Teams, Webex, Miro, etc.)
• Excellent communication and storytelling skills.
• Certification in facilitation, learning, or coaching (ATD, Kirkpatrick, ICF) is preferred.
• Experience in contact center operations, QA, or leadership is preferred.

You'll Thrive in This Role If You

• Communicate with energy and authenticity, making every session engaging and relatable.
• Love coaching others, giving clear, supportive feedback that builds confidence.
• Adapt quickly, staying calm and creative when plans or technology shift.
• Enjoy using digital tools, turning virtual sessions into interactive experiences.
• Focus on performance, connecting learning outcomes to real business results.
• Collaborate naturally, partnering across teams to drive continuous improvement.