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Role Description
The Training Coordinator is responsible for delivering, designing, implementing, and evaluating training programs to drive a high performing culture, meet business needs, and build skills and capabilities.
- Ensure a flawless implementation of all learning initiatives
- Analyze data related to training effectiveness and impact
- Focus on client service experience and meeting established quality metrics
- Support coaching and training expectations
- Partner with the instructional designer to help create/maintain the development program
Qualifications
- 2-4 years client support experience in a high-volume Contact Center
- 2+ years of experience in a Training role
- Experience measuring employee performance including coaching to call center metrics
- At least 1 year training delivery experience in a formal or informal setting
- Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)
- Advanced degrees (Associates, Bachelor’s and/or Master’s) preferred; High School Diploma or GED required
- Demonstrated experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenarate or similar authoring tools
- Strong critical thinking skills and a strategic mindset
- Customer-focused, results oriented; team building skills; self-motivated; collaborative
- Excellent organization, presentation, and communication skills
- Ability to interact with all levels of staff, including senior management
Requirements
- Leadership, coaching and performance management skills
- Strategically focused to support business requirements
- General knowledge of banking laws and regulations preferred
- Excellent written and verbal communication skills
- Demonstrated ability to develop and foster strong internal/external relationships
- Flexible in adapting to constantly changing priorities
- Decisive; extremely accurate and detail-oriented
- Self-motivated, reliable, and well organized
Benefits
- Estimated salary range: $54,000.00 to $58,000.00 USD annually
- Eligible for incentive compensation
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