Impactful Contact Center Training Specialist

America's First Federal Credit Union; Ivanhoe (AL); On-site; USD 42,000 - 64,000; Full time

Job summary

America's First Federal Credit Union in Birmingham, AL is seeking a Training Specialist to design, deliver, and evaluate employee training across member services. You will work with team leads to tailor onboarding and refresher programs and ensure training aligns with the credit union's standards.

The role requires public speaking and presentation skills, proficiency with Word and PowerPoint, and preferably Canva experience.

Qualifications

• Three to five years of experience as a Contact Center Representative, including new-account experience and/or training buddy.
• High school education or GED.
• Strong interpersonal skills with confidentiality and tact in communication.

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 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.

Skills

Public speaking

Presentation skills

Diplomacy

Time management

Education

High school diploma or GED

Tools

Word

PowerPoint

Canva

Job description

America's First Federal Credit Union in Birmingham, AL is seeking a Training Specialist to design, deliver, and evaluate employee training across member services. You will work with team leads to tailor onboarding and refresher programs and ensure training aligns with the credit union's standards.

The role requires public speaking and presentation skills, proficiency with Word and PowerPoint, and preferably Canva experience.