Training Specialist Contact Center

hace 3 días

Tijuana, México HYUMAN A tiempo completo

**Job Summary**:
The Training Specialist will support the Training Manager to design, develop and deliver training curriculum, policy & procedure, and systems documentation, for the Consumer Deposits support staff.

In this role, you will support to develop and shape Axos Bank’s Learning and Development strategy and policies. You will work closely with the call center leadership team, internal, and cross functional stakeholders.

**Duties/Responsibilities**:

- Support and enhance the onboarding experience for all Consumer Deposit support members.
- Support with the development and implementation of learning and development experiences.
- Analyze results from training programs to improve retention, proficiency and confidence of new hires.
- Support with the creation and delivery of communication materials for new product launches and/or workflows updates.
- Support with the development of training curriculum designed to drive brand awareness, product knowledge, and cross-sell initiatives.
- Support with the development and maintenance of internal knowledge base, to ensure front line staff can easily access all current supporting materials, guidelines, and workflow documentation.
- Partner with call center manager to facilitate or develop onboarding and refresher trainings.

**Required Skills/Abilities**:

- Strong written and verbal communication skills and ability to present information in a clear and concise manner.
- Experience working in a fast-paced environment and ability to manage projects with a varying degree of complexity and difficulty.
- Project management experience with focus on root cause analysis and designing/implementing projects, to impact key performance indicators.
- Experience conducting in-person coaching, development, and interactive training sessions in call center environment.
- Proficient Microsoft Office Suite or related software.
- Bi-lingual with exceptional English language and writing skills.

**Education and Experience**:

- At least 2 years of experience in a training development role.
- Experience developing training materials (In-person & Remote training, Policy & Procedure, Quick Reference Guides, Systems Documents, and Internal knowledge base).
- Experience with Learning Management System.
- High School Diploma.
- Bachelor's Degree a plus.

Tipo de puesto: Tiempo completo

Salario: $1.00 - $2.00 al mes

Horario:

- Turno matutino

Experiência:

- Training: 2 años (Deseable)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Empleo presencial

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