Contact Center Trainer - Birmingham, United States - Apt

Description

Our client is looking to bring on a Contact Center Trainer who will monitor and assess customer service standards of individual specialists and recommend training. Frequently communicate ideas and concerns with upper management of the Call Center regarding operational issues. Ensure compliance with bank and regulatory policies and procedures. Ensure compliance with bank and regulatory policies and procedures.

This position contract to hire, onsite 5 days a week 8-5pm Monday-Friday.

How You will Make an Impact

● Strong communication and facilitation skills to deliver information for groups larger than 10 on a recurring basis.

● Assess learners knowledge, skills, and abilities to perform to job requirements

● Instruct job specific knowledge, skills, and abilities for optimum performance

● Receiving and processing internal training requests

● Adhering to key design principles to curate professional training materials

● Organize and maintain learning management system

● Track learner progression and performance through various learning plans and programs

● Monitor and upkeep individual learning plans for all Bankers and Team Leads

● Periodically review and update training materials, instructor guides, and schedule training to ensure current employees are up to date on best practices

● Assisting with internal continuous learning needs by facilitating and leading upskilling virtual and in-person learning sessions

● Team player with strong communication skills to meet training and learning needs

Role preferences (but not required):

● Bachelor's degree or equivalent work related experience

● Experience teaching, instructing, or facilitating in-person

● Proficient use of Excel, Microsoft Office, and Google Suite

● Proficient use of Canva, Camtasia, Articulate 360

● Experience with learning design and learning management

● Audio, video, capturing, transcribing, and technological editing skills