Contact Center Training Specialist I

Company Description

Vericast (Harland Clarke), is a leading provider of quality payment solutions, multi-channel marketing campaigns, and secure data-driven lead generation programs. We help organizations connect with their customers how, when, and where it matters throughout the entire relationship life cycle. Our Payment and Marketing Services drive customer engagement in every relevant way across channels to increase acquisition, improve activation, deepen relationships, and retain them for the long term.

Our 140-year-old company delivers operational excellence and intelligent solutions to more than 50 million consumers and 5 million small and medium-sized businesses per year through its relationships with 8,500+ of the nation’s leading financial institutions, large retailers, affiliate marketing companies, and accounting software providers.  For more information, visit http://www.vericast.com or follow Vericast on LinkedIn.

Job Description

Supports improved and sustained high quality contact center specialist performance by facilitating training required for servicing payment products and services, digital banking, and other marketing programs as well as providing feedback on learning opportunities.  Collaborates with Training and Center Leadership to determine and evaluate training and development needs to create training plans. 

What will your day look like?

• Conducts instructor led activities for new and existing contact center specialists as needed to support payments, digital banking, and other Solutions programs. This includes support of trainees throughout classroom training, skills enrichment training, and the first couple of days for program launches to include: Virtually engaging up to 20 learners using different methods to deliver and embed learning to meet the needs of all Adult Learning styles, while also responding to inquiries via email/chat on the status of training, systems, or absenteeism for the day. Responsible for engaging virtual learners in setting up their WFH equipment using phone audio before logging into systems. May collaborate and facilitate side by side with our clients for either part or all of the program training. Works with Client Service Managers, Training Design, Clients, and IT to report and coordinate resolution to any systems issues (Vericast or Client specific) that impact training after troubleshooting what the learner is experiencing. Performance evaluation during classroom facilitation and role plays. Document performance concerns and successes daily in their training journal and communicate opportunities to either the Manager (for Direct Hire) or Agency (for Contractors) and HR. Engages one-on-one with trainees who are exhibiting performance and behavioral opportunities to uncover the root causes and coach for improvement. This may be a result of not meeting the required assessment scores or not meeting expectations during skills practice sessions. Tracks attendance for classes, creates a plan to assist absent trainees with the opportunity to learn missed materials without negatively impacting the learning of others, and provides a recommendation when this is not an option due to too much time missed. Register new learners for required compliance, facilitate, and ensure that all learners are complete before handling any customer calls. Must communicate any outliers to operations Managers and Workforce before class ends. 80%
• Provides feedback on training modules and performance as well as administers quizzes and assessments to identify gaps in learning. During skills enrichment training, this includes listening to calls to provide feedback to trainees as well as side-by-side observation to provide real-time coaching. 10%
• Maintains knowledge of new and current processes and procedures, client information, and company compliance by utilizing new and existing resources provided. 5%
• Performs other duties as assigned by the Training Manager, Training Supervisor, or local leadership including participating in project teams, local activities, and attending meetings. 5%

Qualifications

• 1+ years or contact center experience 
• 1 or more years of training experience in a virtual environment
• Knowledge of call center operations 
• Banking experience 
• Digital banking experience 

KNOWLEDGE/SKILLS/ABILITIES

• Strong Communication Skills
• Excellent Interpersonal Skills
• Excellent Organizational Skills
• Strong Customer Service Skills
• Read / Comprehend Written Instructions
• Follow Verbal Instructions
• Requires the ability to express ideas clearly both verbally and in writing.
• Ability to deliver feedback and handle conflict resolution in