Contact Center Training Specialist

Overview

Responsible for creating and delivering training and on-going training for tenured Contact Center employees and new hires with specific emphasis on their first 90 days.

Delivers an outstanding training experience to prepare the front-line team in delivering an exceptional customer service experience through timely and accurate processing of requests, quick problem solving, and First Contact Resolution.

In coordination with the Training Administrator, manages overall scheduling and communication of training-related events. Works closely with and utilizes subject-matter-experts where needed and partners on other department project launch/training initiatives that have direct customer impact, thus impacting customer support within the Contact Center.

The Contact Center Training Specialist facilitates the Contact Center training programs to develop and cultivate a consistent, positive overall employee experience.

What You’ll Do

• Set the tone and example of professionalism and excellence in appearance, demeanor, and presentation.
• Lead training for Contact Center new hires, systems, platforms, procedure/process changes and all new project related training needs.
• Align all training and materials with the company culture.
• Determine company development, skill, and operational needs through various measures across the Bank and develop training programs to bridge learning or skill gaps.
• Identify process and procedural changes needing review and communicate to the Training Administrator.
• Work closely with hiring managers, Training Administrator, Team Leads and Subject Matter Experts to establish training needs.
• Work with all levels of management to ensure relevancy of course materials and delivery methods suitable to needs.
• Research, create, deliver, and manage training criteria, programs, and initiatives through a variety of methods suitable for the topic, geography, and recipient.
• Support and partner with other departments’ process changes/enhancement to prepare Contact Center for changes impacting the team.
• Track new hire progress to ensure successful creation, implementation, maintenance and follow up specific to needs.
• Review existing training materials, procedures and custom channel courses to keep relevant and updated.
• Provide input on new hire and Contact Center curriculums.
• Provide current research and make suggestions for direction of training.
• Assist with making recommendations for new training initiatives as well as ongoing efforts.
• Manage expenses to align with approved budget.
• Assist in administrative duties of training initiatives.
• Stay abreast of all bank products and services, promotions, company initiatives and company goals to align Contact Center employees with Bank endeavors.
• Work with Team Leads and System Administrator to maintain the Contact Center Training Calendar.
• Assist in conversion and acquisition training and customer support as needed.
• Communicate with new hires or new to role employees regarding training dates and schedules.
• Provide training on a variety of relevant to role topics preparing employees for the specified role.
• Assess skill level and communicate with employee and hiring manager of new hire progression throughout the process.
• Communicate developmental needs to the hiring manager of new hires, Team Leads and location Supervisors.
• Work with all levels of management and subject matter experts to ensure relevancy of course materials and delivery methods suitable to needs.
• Research, create, deliver, and manage training criteria, programs, and initiatives through a variety of training methods.
• Support and partner with other departments to provide validate training as needed.
• Track progress and effectiveness through various surveys to ensure successful creation, implementation, maintenance and follow up specific to needs.
• Provide current research and make suggestions for direction of training.

Requirements for Success

• Degree in Business, Finance, or related field or equivalent preferred but not required.
• Minimum 2 years' experience in financial and/or training industry or combination of Contact Center experience, formal education/training.
• Knowledge of Bank products, services, initiatives, and company culture.
• Familiar with varying bank policies and procedures within the footprint.
• Possesses a high degree of the following skills and characteristics:
• Self-motivation
• Excellence in leading by example
• Confident speaker in large groups
• Quality productivity within rigorous times
• Strong multi-tasker
• Excellent time management and organization skills
• Self-starter who works successfully with little direction
• Excellent written and communication skills
• Excellent people skills
• Ability to interact with all levels of management and employees
• Adaptive learner
• Ability to gather and analyze information to solve problems efficiently
• Collaborator
• Action-oriented and displays initiative
• Proficient in Microsoft Office programs, deposit and loan systems and procedures
• Ability to successfully lead in-person, Teams, WebEx, and recorded training sessions
• Stays abreast of industry training updates and delivery methods
• Some travel may be required.
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

Conditions of Employment

• Must be able to pass a criminal background & credit check.

Pay Range

USD $38,769.00 - USD $57,876.00 /Yr.