Customer Contact Center Training and Coaching Senior I

Sempra

ScreenedHybridJust posted

San Dimas, California

Posted 1 day ago

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About the role

Primary Purpose
Owns the design and end‑to‑end delivery of defined training programs, synthesizes multi‑source performance data to improve learning effectiveness, and leads small projects with manageable scope and risk. Introduces new facilitation tactics and evaluation methods that lift post‑training performance.

Duties and Responsibilities

Conducts formal needs analyses (interviews, data reviews, workflow observation) and translates findings into learning objectives and content outlines.
Designs curricula that blend classroom, virtual, e‑learning, and on‑the‑job practice with clear proficiency milestones.
Builds coaching playbooks that connect QA scorecards and conversation behaviors to measurable outcomes (quality, CSAT, re‑contact).
Implements evaluation plans (for example, knowledge gain, skill demonstration, early KPI lift) and reports insights to stakeholders.
Leads small rollouts (content revisions, policy refreshers) by planning timelines, coordinating facilitators, and tracking readiness.
Partners with QA to calibrate evaluation criteria and align coaching focus with top defect drivers.
Adapts programs for remote/hybrid delivery using modern virtual facilitation techniques and ensures accessibility and usability.
Mentors junior professionals on design standards, facilitation craft, and data interpretation.
Performs other duties as assigned.

Qualifications

Education

Required: Typically requires a 4 year degree in a relevant field, or equivalent combination of relevant education and experience.

Experience

Required: Typically requires 5 years of related experience.

Knowledge, Skills and Abilities

Required: Training - The action of teaching a particular skill or type of behavior.
Required: Communication Management - The systematic planning, implementing, monitoring, and revision of all the channels of communication within an organization and between organizations.
Required: Content Development - The entire process of creating content to achieve specific business goals, including idea generation, topic research, keyword research, writing, and publishing—not just for a single piece of content, but for a long-term strategy.
Required: Feedback Management - Sources feedback from customers and using it to inform business decisions.
Required: Quality Management - Quality management ensures that an organization, product or service is consistent. It has four main components: quality planning, quality assurance, quality control and quality improvement.
Required: Program Design - Follows the process that an organization uses to develop a program involving research, consultation, initial design, testing and redesign.
Required: Strategic Planning - Process of defining organization strategy, or direction, and making decisions on allocating its resources to pursue this strategy.
Required: Customer Onboarding - All activities involved in introducing a new customer to your company product or service.
Required: Curriculum Development - Designing and organizing educational programs and materials to effectively meet learning objectives and educational standards.
Required: Customer Service Management - Supports customers both before and after they buy and use products or services that helps them have a positive experience.

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