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JOB DESCRIPTION

Position: Contact Center Trainer

Physical Location: 3500 Colonnade Parkway Suite 600 - Birmingham, AL

Reports To: Call Center Manager

Working Conditions: Normal, no adverse or hazardous conditions

Job Group Category: Non-Exempt

Hours: Monday - Friday, 8 am - 5 pm

Overtime as needed

Primary Purpose:

Responsible for managing the training activities for the call center. Approve the design and development of training programs provided by the call center. Conduct ongoing assessments to determine additional training requirements. Provide training schedules and track individual attendance records. Communicate on-going training needs within the call center.

Principal Duties and Responsibilities: (Majority of duties performed, but not meant to be all inclusive or to prevent other duties from being assigned)

• Conduct training sessions for all new employees of Call Center.

• Formulate training lessons and course material of the Call Center. Track changes to documents.

• Perform recurrent training sessions on changes to policy and procedure and any weaknesses identified from quality monitoring.

• Conduct exams to evaluate the skill of the employees and keep track of performance of employees.

• Conduct ongoing needs assessments to determine additional programs or revisions to existing training. Communicate the changing needs and resources of the center to Call Center Manager. Utilize appropriate technology to provide state-of–the-art training while maintaining cost efficiencies.

• Conduct courses on Customer Service skills.

• Develop and publish the center’s training schedules. Track individual training records. Notify management of training needs of individuals within the call center. Identify and communicate performance problems that cannot be corrected with training.

• Assist with interviewing recruitments for hire.

• Assist manager and supervisors in ensuring overall quality. Review monitoring results for quality improvement opportunities.

• Training program is a five (5) to six (6) week program, after completion of classroom training; trainer will coach new hires for two (2) weeks prior to placement with a supervisor.

• Trainer is to continue to evaluate new employees after training session is complete and report any issues to management.

• Assist management with other administrative functions.

  
  

Job Specifications:

• High School Diploma, minimum

• One year of customer service or sales environment, preferred

• Prior training experience, preferred

• Prior supervisory experience, preferred

• Innovative, highly motivated, and a self starter

• Excellent verbal communication, interpersonal and leadership skills

• Detail oriented

• Lead by example

• Proficient in Word/Excel

• Meets expectations, or higher, on annual performance reviews.

  
  

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Company: Cadence Bank

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, disability, veteran status, genetic information or any other status protected under applicable local, state or federal nondiscrimination laws.