Call Center Training Specialist


Empower Park - Jonesville, FL, 32669

CAMPUS USA Credit Union

<p>CAMPUS USA Credit Union&nbsp;was originally chartered in 1935 as Gainesville Florida Campus Federal Credit Union, and was the first credit union on a U.S. College Campus.&nbsp;As a not-for-profit financial cooperative, we are owned by our members. So at CAMPUS, you&rsquo;re not just a member &ndash; you own the place!&nbsp;</p>

keywords: your role,essential functions,education,experience,schedule,compensation,philanthropy

Full Time

$44,500.00 - $66,700.00 Salary

Overview: <p class="ignore-global-css"><span class="ignore-global-css"><strong class="ignore-global-css">Your Role:</strong></span></p> <p class="ignore-global-css"><span class="ignore-global-css">Train and develop agents at all levels to achieve high performance, exceptional member service, and problem-solving and de-escalation skills. Create and maintain on-the-job training materials for new agents and the training schedule. Work closely with the Call Center Manager to ensure proper onboarding for new agents. Monitor and assess agents by working with the Call Center Leadership team to identify training opportunities. Participate in conducting live coaching as well as conducting call quality reviews. Align training plan with CAMPUS and call center goals and expectations.<br /><br /><br /></span></p> <p class="ignore-global-css"><span class="ignore-global-css"><strong class="ignore-global-css">Job Functions:</strong></span></p> <ul class="ignore-global-css"> <li class="ignore-global-css"><span class="ignore-global-css">Exemplifies the core values of CAMPUS, while supporting our strategic priorities for members, employees, and community. Maintains the highest standard of professionalism, integrity and confidentiality.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Create and conduct in-depth training for new agents, including onboarding in conjunction with the Manager/Supervisor, training schedule, trainer/trainee questionnaire, training curriculum, and live monitoring and shadowing.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Works with Call Center Manager and Supervisors to support &amp; conduct refresher training and ongoing training of existing agents in systems knowledge, call quality, product knowledge, lending, sales techniques, time management, de-escalation and problem-solving skills, processes and procedures.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Tracking employee training progress, measuring the effectiveness of training sessions, and preparing individual and team progress reporting.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Support Agents in conjunction with Call Center Manager and Supervisors with escalated calls.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Monitor, review and follow up with agents daily on post-call surveys.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Collaborate with other departments to identify areas of training and development opportunities.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Performs other duties as assigned.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Adheres to and follows all governmental policies and regulations.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Performs other duties as assigned.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Complies with all policies and standards.</span></li> </ul>
Responsibilities: <strong class="ignore-global-css"><strong class="ignore-global-css">Hours for this position are rotating as needed either Monday - Friday 9:00am - 5:00pm or 10:00am-6:00pm.<br /><br /></strong></strong> <p class="ignore-global-css"><strong><span class="ignore-global-css">Education:</span></strong></p> <ul class="ignore-global-css"> <li class="ignore-global-css"><span class="ignore-global-css">High School Diploma.</span></li> </ul> <br /> <p class="ignore-global-css"><strong><span class="ignore-global-css">Work Experience:</span></strong></p> <ul class="ignore-global-css"> <li class="ignore-global-css"><span class="ignore-global-css">2 years minimum of Call Center and Credit Union experience.</span></li> </ul> <br /> <p class="ignore-global-css"><strong><span class="ignore-global-css">Knowledge, Skills, and Abilities:</span></strong></p> <ul class="ignore-global-css"> <li class="ignore-global-css"><span class="ignore-global-css">Work involves much personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is vital at this level. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Must possess excellent written and verbal communication skills.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Must be able to develop comprehensive training programs.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Must possess effective time management skills and be able to multi-task in a fast-paced environment.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Must possess excellent organizational skills, attention to detail and interpersonal and active listening skills are essential for this role.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Ability to support and promote the process of innovation and change.</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Must be proficient in using Genesys, Workforce Management, Episys, Meridian Link, Microsoft Word, Excel, Outlook, Zoom, and other processing systems, etc.</span></li> </ul>
Requirements: <strong><span style="text-decoration: underline;">Compensation</span></strong><br /><br />$44,500.00 - $66,700.00 Salary<br /><br /><br /> <p class="ignore-global-css"><span style="text-decoration: underline;"><span class="ignore-global-css"><strong class="ignore-global-css">Scope</strong></span></span></p> <ul class="ignore-global-css"> <li class="ignore-global-css"><span class="ignore-global-css">Decision Making: Minimal Direction</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Problem Solving and Complexity: Limited scope; easily resolved; 1-2 days</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Supervision Level: Under General Supervision</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Supervision Level: Prepares and arranges own work</span></li> <li class="ignore-global-css"><span class="ignore-global-css">Contact with others: Internal only - manager/supervisor; peers</span></li> </ul> <br /><br /><span style="text-decoration: underline;"><strong>Philanthropy</strong></span><br /><br />Community involvement and volunteering are important to CAMPUS. Employees can earn additional paid time off for volunteering at qualifying community events. CAMPUS also matches employee contributions to a qualifying 501(c)3, up to $1,000 per year.