Contact Center Trainer

AmFirst; Birmingham (AL); On-site; USD 42,000 - 62,000; Full time

Job summary

AmFirst in Birmingham, AL seeks a Training Specialist to design and deliver onboarding and ongoing staff development programs. You will translate complex processes into practical learning, using Word, PowerPoint, and Canva as needed.

The role emphasizes hands-on training, evaluating effectiveness, and strong communication about credit union products and procedures. A HS diploma and 3–5 years in a contact center are expected.

Qualifications

• Three to five years of experience as a Contact Center Representative, including new-account experience.
• High school education or GED.
• Strong interpersonal skills with diplomacy and discretion.
• Ability to tailor training to different learning styles.
• Public speaking and presentation abilities.
• Proficiency with Word and PowerPoint; Canva is preferred.

Responsibilities

• Evaluates and facilitates training for MSC functions for new hires and ongoing staff.
• Develops and delivers training materials for onboarding, refresher courses, processes, products, and systems.
• Demonstrates extensive knowledge of core systems and procedures.
• Designs and evaluates training with Team Leads and Managers, suggesting improvements.
• Assists Team Leads and on-phone support when necessary.
• Performs other related duties as required.

Skills

Public speaking

Presentation skills

Training delivery

MS Word

MS PowerPoint

Conflict resolution

Time management

Education

High school diploma or GED

Tools

Canva

Job description

Essential Functions & Responsibilities:

• Evaluates and facilitates training for all MSC functions for new hires as well as ongoing training for current employees. This may also include assisting the Team Leads and Contact Center Managers with identifying when refresher training is needed.
• Develop and deliver training material for courses focusing on the following components - new-hire onboarding, refresher courses, processes, products and systems, new project launches and member experience.
• Demonstrates extensive knowledge of the core system, functions, and procedures.
• Works cooperatively with Team Leads and Contact Center Managers to design, implement, and evaluate training. This includes suggestions for improving tools and engagement.
• Assist Team Leads and assist on phones when necessary.
• Performs other related duties as required.

Performance Measurements:

1. Meet all training objectives and goals established for the year.

2. Maintain an understanding of Credit Union products, services, policies and procedures, as well as an understanding of the Credit Union's strategic vision and culture.

3. Provide informed, professional and accurate service and support to all members and associates.

4. Develop recommendations for cost efficiencies and enhancements to training products.

5. Ensure all training activities within the department are carried out within the prescribed time frames.

Knowledge and Skills:

Experience - Three to five years of experience as a Contact Center Representative, including new-account experience and/or serving as one of the department's designated training buddies.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Must be able to operate related computer software (Word, PowerPoint) and business equipment, including a projector, screen, public address equipment, and other training aids. Canva experience is preferred but not required. Professional appearance, dress, and attitude are required. Public speaking and presentation skills. Ability to evaluate learning style and adjust training accordingly. Planning and time management skills. Flexibility with department scheduling, procedures, and priorities.

Physical Requirements - Light lifting required.