Position Title
Talent Development Lead -
Contact Center Location
Work From Home United States
Job Summary
The
Talent Development Lead will assess
Contact Center team member development needs, identify learning objectives, prepare instructional design documentation, deliver development solutions, and evaluate outcomes that facilitate professional development, leadership, and continuous learning for Customer Engagement Center team members. In addition to supporting new hire training classes during training and nesting periods, the
Talent Development Lead will recommend and implement ongoing learning and development strategies for all
Contact Center team members (agents, support teams, and leadership). Pay Range: $47,500.00 - $67,500.00 - $87,500.00
Job Responsibilities:
Provide Contact Center New Hire Training and Onboarding Support
Develop content for and facilitate new hire huddles, answering questions and providing follow up training throughout the new hire process
Oversee new hire instant message real time support; lead phone time portion of new hire training
Partner with HR Training team to continuously update and improve new hire training strategy to decrease new hire time to proficiency
Partner with IT to resolve new hire access and equipment issues; provide additional onboarding and troubleshooting support as needed to ensure positive experience for new hires
Mentor new hires during post-graduation nesting period; serve as point of contact for procedural questions, follow up training requests, and/or coaching needs
Deliver Ongoing Training and Team Member Support
Ensure department compliance with completion of required online learnings by due dates
Provide post call type training support, answering questions and facilitating follow up sessions
Develop material for and facilitate ongoing training huddles with Contact Center staff
Conduct ongoing side by side sessions to coach, provide feedback, and/or share best practices with agents
Innovate Contact Center Learning Strategies and Implement Team Member Development Best Practices
Assist with coordinating ongoing Contact Center training, including soft skills, Contact Center leadership, and support position training, through partnership with Contact Center and/or third-party training vendors
Identify business process improvements and present recommendations for implementation to senior leaders
Participate in vendor selection for specialized Contact Center training needs; provide feedback on chosen vendor effectiveness and value
Support Personal and Team Grown & Development
Remain a subject matter expert in at least one content area (ex: Mortgage Servicing) with working knowledge of other content areas. Requires observation of business unit practices, partnership with leaders to understand current processes and challenges, and directly serving customers/job shadowing. Ex: handling customer contacts
Proactively and autonomously stay apprised of company, industry, and business issues/trends through research and observation to facilitate effective learning and development recommendations
Make recommendations to improve user guides and agent resources
Play an integral role in the onboarding and training of new team members to enable their success and uphold the quality service internal and external customers expect and deserve
Coach and mentor less experienced team members, leading by example and sharing best practices for team, organization, and customer success
Enthusiastically lead, support, and/or participate in culture-enhancing events and activities, including the Diversity, Equity, & Inclusion program
JOB REQUIREMENTS
Required Qualifications:
Bachelor’s degree
5 years of customer service and/or Contact Center experience required.
3 years of supervisory and/or training experience required, or comparable experience.
3 years of experience in the banking industry
Ability to work regularly scheduled hours, 8:00-5:00 PM EST Monday – Friday; some weekend or evening hours may be required upon business need. Ex: evening hours may be required during new hire nesting period
Preferred Qualifications:
LMS experience preferred, SABA experience.
Prior experience in Human Resources or Learning and Development.
Familiarity with traditional and modern training methods, tools, and techniques.
Certification with a training and development association such as the Association for Talent Development or the International Society for Performance Improvement.
Experience with troubleshooting technical issues (system access, equipment, etc.)
Job Competencies:
Experience managing and coordinating multiple concurring projects, activities, and resources required.
Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, and Excel); experience with eLearning software such as Captivate or Articulate is preferred
Must have exceptional grammar, editing, and proofreading skills ensuring little re-work is needed.
Excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact and diplomacy and the human relations skills necessary to effectively communicate and deal with a diverse audience.
Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up/through.
Must have a sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers under tight timeframes.
Work under pressure on multiple tasks concurrently with little to no direction and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities.
Occasional travel may be required (less than 10%)
Physical demands (ADA): No unusual physical exertion is involved.