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Call Center Support Rep
Recruited by CDK Global 11 months ago Address Omaha, NE, United States

Training/Qa Specialist - Call Center

Company

Valley National Bank
Address , Wayne, 07470, Nj
Employment type
Salary
Expires 2023-07-27
Posted at 11 months ago
Job Description
Under the direction of the Manager, the Customer Care Training Specialist is responsible for conducting training sessions for new team members and on-going training for the Customer Care team. Will be responsible for reviewing and creating training material, providing support to Team Leaders and monitoring the effectiveness of the call center training programs to meet on-going new hire and organizational needs.
Responsibilities include, but are not limited to:
  • Maintain current knowledge of topics, regulations and trends in banking through periodicals, seminars, meetings.
  • Provide feedback on assigned training programs and related materials to meet organizational needs.
  • Work in partnership with subject matter experts to ensure training aligns with goals and policies/procedures of the organization.
  • Assist Team Leaders in Call Center servicing as needed.
  • Update materials based upon organizational changes (i.e., policies, procedures, regulations, etc.).
  • Conduct new hire and ongoing training programs. Includes pre-class and post-class administrative duties.
  • Communicate participant coaching/intervention needs to the Learning and Development and Call Center Management, when necessary.
  • Collaborate both face to face and virtually with the Learning and Development and Customer Care team to ensure business objectives are met through effective learning solutions.
  • Performs call monitoring and utilizes trend data to determine areas for training improvement.
Requirements:
Required Skills:
  • Quick, analytical and creative thinking abilities.
  • Ability to facilitate training using a variety of methods (Facilitator Led or Web-conferencing).
  • Ability to multitask in a highly dynamic environment.
  • Working knowledge of Microsoft Word, Power Point and Excel.
  • Strong ability to lead, coach and mentor.
  • Strong organizational and time management skills.
  • Ability to probe/extract key thoughts from a group.
  • Adaptability, flexibility and resourcefulness to coping with the changing demands of the job.
  • The ability to work with people with a range of skills and differing needs.
  • Excellent written and verbal communication skills.
Required Experience:
  • Banking experience, training experience and/or teaching certificate preferred.
  • High School Diploma or a GED and a minimum of 3 years related training experience or minimum of 5 years call center experience.