Training Coordinator, Contact Center

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

This role is responsible for delivering, designing, implementing, and evaluating training content to ensure employees leave training prepared to support client contacts. A Training coordinator is responsible for delivering training content, adjusting training as needed to meet new goals or ways of working, prepare employees to support the client in an effective way and put them on the path to proficiency in meeting metrics (Authentication/QA/AHT/ASAT) upon exiting training to work with their manager. The Training Coordinator supports coaching and training expectations while partnering with the Instructional Designer to develop and maintain the organization’s learning and development program. This role also includes a percentage of their work in instructional design for of the training content. This will include but not limited to Instructional new hire training, upskilling training content, development programs, guides, handouts and e-learning courses. The Training Coordinator will partner with the Instructional Designer and Subject Matter Experts (SME) to create and integrate learning solutions primarily in the areas of the Contact Center. This role will support end-to-end design and lead needs assessments, design, development, implementation, and evaluation.

What you will do

• 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

Experience:

• 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)

• Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration

• 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

   

Specific Skills:

• Leadership, coaching and performance management skills.

• Strategically focused on supporting business requirements.

• Excellent written and verbal communication skills.

• 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

The estimated salary range for this position is $55,000.00 to $60,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.