[Remote] Training Coordinator, Contact Center

Note: The job is a remote job and is open to candidates in USA. Webster Bank is a leading commercial bank dedicated to putting people first and supporting their clients and communities. The Training Coordinator role is responsible for delivering, designing, implementing, and evaluating training content to ensure employees are well-prepared to support client contacts and meet performance metrics. This position also involves collaborating with instructional designers to enhance the organization's learning and development programs.

Responsibilities

• Document training issues and performance measures, analyze results and recurring trends and provide feedback to colleagues and managers
• Assist with tracking progress of training team members, works with Manager to recommend action plans for colleagues who are not meeting established standards
• Complete all assigned tasks within the appropriate timeframes
• Balance multiple priorities throughout the day to ensure the best experience for our clients and colleagues
• Demonstrate flexibility working with internal contact center partners for coaching needs
• Monitors the learning experience through delivery of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills
• Delivers training timeline deadlines are achieved
• Remain knowledgeable on products, services, and processes by keeping up to date on training materials and procedure documentation
• Support contact center initiatives and programs as needed
• Enhances the learning experience through design of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills
• Excellent written/verbal communication, presentation and organizational skills
• In-depth experience in using Articulate for both RISE and Storyline to build training material
• Knowledge and use of eLearning technical standards (SCORM, AICC)
• Knowledge of instructional design as it interacts with the LMS process and tools
• Strong critical thinking skills and a strategic mindset
• Ability to ensure strong learning outcomes and putting employees on a path to green for meeting metrics coming out of training
• Proficient in MS office and Workday Learning/LMS
• Remote travel is required as needed and can be with short notice. Travel locations are US/Panama/Jamaica/Philippines as well as any other locations added as needed
• Other duties as assigned

Skills

• 2-4 years client support experience in a high-volume Contact Center with 2+ years of experience in a Training role
• Experience coaching employee performance to call center metrics
• Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)
• Demonstrated experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate or similar authoring tools. Articulate experience is required specifically
• Experience applying UI/UX principles to learning design to create user-friendly and engaging learning interfaces
• Excellent written/verbal communication, presentation and organizational skills
• In-depth experience in using Articulate for both RISE and Storyline to build training material
• Knowledge and use of eLearning technical standards (SCORM, AICC)
• Knowledge of instructional design as it interacts with the LMS process and tools
• Strong critical thinking skills and a strategic mindset
• Ability to ensure strong learning outcomes and putting employees on a path to green for meeting metrics coming out of training
• Proficient in MS office and Workday Learning/LMS
• Remote travel is required as needed and can be with short notice. Travel locations are US/Panama/Jamaica/Philippines as well as any other locations added as needed
• Leadership, coaching and performance management skills
• Strategically focused on supporting business requirements
• Demonstrated ability to develop and foster strong internal/external relationships with various levels within the organization
• Flexible in adapting to constantly changing priorities
• Decisive; extremely accurate and detail-oriented
• Self-motivated, reliable, and well organized

Benefits

• This position is eligible for incentive compensation

Company Overview