Contact Center Trainer

Essential Functions & 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 the following components - 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.

Performance Measurements:

1. Meet all training objectives and goals established for the year.

2. Maintain an understanding of Credit Union products, services, policies and procedures, as well as an understanding of the Credit Union's strategic vision and culture.

3. Provide informed, professional and accurate service and support to all members and associates.

4. Develop recommendations for cost efficiencies and enhancements to training products.

5. Ensure all training activities within the department are carried out within the prescribed time frames.

Knowledge and Skills:

Experience - Three to five years of experience as a Contact Center Representative, including new-account experience and/or serving as one of the department's designated training buddies.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Must be able to operate related computer software (Word, PowerPoint) and business equipment, including a projector, screen, public address equipment, and other training aids. Canva experience is preferred but not required. Professional appearance, dress, and attitude are required. Public speaking and presentation skills. Ability to evaluate learning style and adjust training accordingly. Planning and time management skills. Flexibility with department scheduling, procedures, and priorities.

Physical Requirements - Light lifting required.