This listing was posted on WhatJobs.
Primary Office Location:3014 East State Street.
Location:
Hermitage, PA
Description:
Primary Office Location:3014 East State Street. Hermitage, Pennsylvania. 16148.Join our team. Make a difference - for us and for your future.Position Title:Contact Center Training SpecialistBusiness Unit:Retail OperationsReports to:Manager of Contact Center Quality AssurancePosition Overview:This position is responsible for the development, planning, and training of Customer Service Contact Center and Video Banking Representatives. Creates a learning experiences that equips new and existing representatives the ability to excel in their work environments through expert classroom instruction, on-floor, and private coaching sessions. Collaborates with the contact center management team to ensure agents have the required knowledge, operational, and procedural skills needed to succeed, while providing an exceptional level of service to everyone that interact with the contact center.Primary Responsibilities:Assess the needs of the contact center and develop informative training programs, promote efficiency, and improve the skills of the representatives. Prepare training materials such as module summaries, videos, and presentations. Provide training through classroom, video, self-guided instructional manuals, and electronic delivery.Create, update, modify, and maintain, all instructional material, including internal policies, procedures, user guides, job aids, best practices, and tests. Deliver training sessions in a manner that engages employees by providing them the opportunity to connect informally with subject matter experts, mentors, supervisors and co-workers using technology.Respond to, prepare, and deliver communication and talking points for unexpected problems or system issues. Review and update the procedure manual on the SharePoint site annually or on an as needed basis.Track and analyze training programs by examining agent performance. Recommends changes to the training outline based on performance data, and changes within the organization that may require restructuring or additions to the curriculum.Responsible for the preparation of conversion-related training materials for the Contact Center, including Q&A's to assist in responding to customer requests during the transition period, as well as, the weeks following the conversion.Collaborate with the Contact System Administrator, management team, and project teams during conversions, or special projects to ensure agents understand changes that will impact customers.Performs other related duties and projects as assigned.All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:High School or GEDMinimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:3Skills Required to Perform the Primary Responsibilities of this Position:Excellent communication skills, both written and verbalExcellent customer service skillsDetail-orientedMS Word - Intermediate LevelMS PowerPoint - Intermediate LevelMS Excel - Basic LevelAbility to use a personal computer and job-related softwareExcellent organizational, analytical and interpersonal skillsStrong facilitation, problem solving, research, and decision making skillsLicensures/Certifications Required to Perform the Primary Responsibilities of this Position:N/APhysical Requirements or Work Conditions Beyond Traditional Office Work:N/A
Company:
First National Bank Of Pennsylvania
Posted:
January 2 on WhatJobs
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More About this Listing: Primary Office Location:3014 East State Street.
Primary Office Location:3014 East State Street. is a Clerical Office Administrator Job at First National Bank of Pennsylvania located in Hermitage PA. Find other listings like Primary Office Location:3014 East State Street. by searching Oodle for Clerical Office Administrator Jobs.
Primary Office Location:3014 East State Street. is a Clerical Office Administrator Job at First National Bank of Pennsylvania located in Hermitage PA. Find other listings like Primary Office Location:3014 East State Street. by searching Oodle for Clerical Office Administrator Jobs.