Contact Center Training & Development Specialist

SWBC; San Antonio (TX); On-site; MXN 350,000 - 600,000; Full time

Job summary

SWBC is seeking a talent development professional to train and mentor contact center new hires in Collections and Customer Service Inbound. You will deliver in-person and virtual sessions, update curricula, and track performance metrics to ensure a smooth transition into the roles.

The role emphasizes cross-training across Collections, and Customer Service Inbound, with a strong focus on communication and organizational skills.

Qualifications

• Associate's degree in training or related field is required.
• Minimum two years of contact center experience preferred.
• Minimum two years in training and development preferred.
• CPTD or APTD certifications preferred.
• Proficient in Articulate Storyline and training systems.
• Strong written and verbal communication skills.

Responsibilities

• Delivers in-person and virtual training to new hire representatives.
• Develops and updates curriculum and training materials.
• Handles training administration and logistics tasks.
• Provides instruction and mentoring to new hires.
• Monitors performance, attendance and metrics.

Skills

Verbal communication

Written communication

Organizational skills

Time management

Cross-functional collaboration

Education

Associate's Degree in Training

Associate's Degree in Business Administration

Associate's Degree in Human Resources

Associate's Degree in Education

Tools

Articulate Storyline

Training Systems

Microsoft Office Suite

Job description

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.

SWBC is a diversified financial services company providing insurance, mortgage, and investment services to financial institutions, businesses, and individuals.

Headquartered in San Antonio, Texas, SWBC employs 2,400 people worldwide.

At SWBC, you are not just an employee number, but a vital team member; each employee stands out and has the ability to make a direct impact at SWBC.

We're looking for the brightest and most creative to help introduce new solutions to new problems identified in the market and improve how our existing solutions can better help our users.

SWBC is a big proponent of nurturing the entrepreneurial spirit through mentorship, continuing education, internal career growth opportunities and having a platform to make meaningful changes come to life.