Contact Center Training & Development Specialist

SWBC; Monterrey; Presencial; MXN 279.000 - 446.000; Jornada completa

Descripción de la vacante

SWBC seeks a skilled trainer to lead direct instruction and mentoring for new hires in the contact center's Collections and Customer Service Inbound teams. This role includes in-person and virtual delivery, curriculum development, and performance assessment to ensure successful onboarding.

The position requires a solid background in training and development, proficiency with Articulate Storyline, and strong organizational and communication abilities.

Formación

• Associate's degree in a related field or equivalent experience.
• Minimum two years of contact center experience preferred.
• Minimum two years of training and development experience preferred.
• CPTD or APTD certifications preferred.

Responsabilidades

• Delivers in-person and virtual training to new hire contact center representatives.
• Develops and updates curriculum and training materials using various software.
• Performs training administration and logistical tasks.
• Provides instruction and mentoring to contact center new hires.
• Assesses new hire performance and participation and tracks attendance and other metrics.
• Carries out and assists with special projects.
• Performs all other duties as assigned.

Conocimientos

Verbal communication

Written communication

Time management

Multitasking

Organizational skills

Data analysis

Relationship building

Negotiation skills

Deadline management

Problem solving

Cross-functional collaboration

Educación

Associate's Degree in Training

Associate's Degree in Business Administration

Associate's Degree in Human Resources

Associate's Degree in Education

Associate's Degree in Communications

CPTD certification

APTD certification

Herramientas

Articulate Storyline

Training Systems

Microsoft Office Suite

Descripción del empleo

SWBC is seeking a talented individual to be responsible for the direct training, instruction and mentoring of contact center new hires in the Collections, and Customer Service Inbound departments. The main purpose of this position is to properly prepare new hires for their specific position within the Financial Institution Group. This position will require cross-training in all three main areas: Collections, and Customer Service Inbound.

Why you'll love this role:

This role will allow you to engage and challenge new learners to strengthen their skills and abilities to lead them down a road of success. You will have a direct impact on new hires and their ability to successfully transition into their new roles within the organization.

Essential duties include the following:

• Delivers in-person and virtual training to new hire contact center representatives.

• Develops and updates curriculum and training materials using various types of computer software.

• Performs training administration and logistical tasks.

• Provides instruction and mentoring to contact center new hires.

• Assesses new hire performance and participation and tracks attendance and other metrics.

• Carries out and assists with special projects.

• Performs all other duties as assigned.

Serious candidates will possess the minimum qualifications:

• Associate's Degree in Training, Business Administration, Human Resources, Education, Communications or related field.

• Minimum two (2) years of contact center experience preferred.

• Minimum two (2) years of training and development experience preferred.

• Certified Professional in Talent Development (CPTD) preferred.

• Associate Professional in Talent Development (APTD) preferred.

• Proficient knowledge of business processes.

• Proficient knowledge of applicable laws and regulations.

• Advanced knowledge of Articulate Storyline.

• Advanced knowledge of Training Systems.

• Advanced Microsoft Office Suite skills.

• Expert verbal and written communication skills.

• Advanced organizational and planning skills.

• Advanced multi-tasking skills.

• Advanced problem solving skills.

• Developing negotiation skills.

• Advanced ability to manage deadlines and priorities.

• Expert ability to communicate and interact effectively.

• Expert ability to work collaboratively and build relationships.

• Advanced ability to analyze, organize, and prioritize work.

• Advanced adaptability.

• Developing ability to collect and analyze data.

• Ability to sit for long periods of time performing sedentary activities.

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

To learn more about SWBC, visit our website at www.SWBC.com.