Contact Center Training & Development Specialist

SWBC; Shavano Park (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive overall compensation

Work/Life balance

Career growth opportunities

Leadership Academy and Mentor Program

Job summary

SWBC is seeking a talented individual to be responsible for the direct training, instruction and mentoring of contact center new hires in the Collections, Customer Service Inbound, and Loss Drafts departments. The main purpose of this position is to properly prepare new hires for their specific position within the Financial Institution Group.

This role includes delivering in-person and virtual training, developing curricula, managing onboarding, and tracking performance metrics to ensure a

Qualifications

• Associate's Degree in Training, Business Administration, Human Resources, Education, or related field.
• Minimum two years of contact center experience preferred.
• Minimum two years of training and development experience preferred.
• CPTD or APTD preferred.
• Articulate Storyline preferred.
• 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.

Responsibilities

• Delivers in-person and virtual training to new hire contact center and document processing representatives.
• Develops and updates curriculum and training materials using various types of computer software.
• Manages the overall onboarding process, ensuring a smooth transition for new employees.
• Performs training administration and logistical tasks.
• Provides instruction and mentoring to 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.

Skills

Verbal and written communication

Deadline management

Collaboration

Data analysis

Education

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

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, Customer Service Inbound, and Loss Drafts 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, Customer Service Inbound, and Loss Drafts.

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 and document processing representatives.
• Develops and updates curriculum and training materials using various types of computer software.
• Manages the overall onboarding process, ensuring a smooth transition for new employees.
• Performs training administration and logistical tasks.
• Provides instruction and mentoring to 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.
• Knowledge of Articulate Storyline preferred.
• 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.

SWBC offers*:

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program
• *Based upon employee eligibility

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWBC does not hire tobacco users as allowed by law.

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

Join Our Team Great People. Great Company. Great Place to Work.

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 nationwide.

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.