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call center representative United States

Suncoast Credit Union

Full Time United States 31 - 22 USD HOURLY Today

Job description

Overview:

Compensation: $22.00 - $31.00 hourly based on experience and credentials

Schedule: Monday through Friday 8:00 AM - 5:00 PM (flexible hybrid)

The Member Care Center Facilitator develops instructional content and delivers live learning sessions to meet the training requirements of the organization. Using appropriate design techniques, this individual will stimulate talent through learning initiatives. This role requires ongoing evaluations of the training programs to gather insight for enhancing the learning experience. An ideal candidate demonstrates strong presentation techniques and public speaking skills with the ability to utilize technology and adult learning methods.

Suncoast Credit Union is consistently chosen as a Top Workplace because its employees genuinely #LoveWork! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees. To attract the highest quality candidates, Suncoast Credit Union offers a comprehensive benefits package including, but not limited to:

* COMPETITIVE MARKET SALARIES * MEDICAL COVERAGE * PAID TIME OFF * PAID HOLIDAYS * PARENTAL LEAVE * RETIREMENT PLANNING * DEGREE ASSISTANCE * BONUS OPTIONS * ACCESS TO OVER 4,000 GYMS * FREE IDENTITY THEFT PROTECTION * PAID VOLUNTEER HOURS * LEGAL ASSISTANCE * MENTAL HEALTH RESOURCES * EMPLOYEE LOAN DISCOUNTS *

Get the benefits you deserve from an organization that cares about your well-being, inside and outside the workplace. Join a team supporting a healthy body, healthy mind, and healthy work-life balance!

Responsibilities:

Facilitate professional and engaging learning sessions with various audiences
Deliver lectures, interactive activities, on-the-job training, side-by-side training, live simulations, role-playing activities, and shadowing
Conduct training onsite and offsite for call center member advocates and management groups
Evaluate facilitation skills using session surveys, knowledge checks, coaching, feedback, and self-assessment
Assess the overall effectiveness of teaching techniques employed for the learning topics
Seek feedback on performance and adjust presentation skills as needed
Administer and maintain department systems and databases for assigned curriculum
Capture and report relevant training data for the department using the assigned tracking systems
Plan, prepare and present learning sessions in accordance with department standards for proper maintenance, functionality, usability, and quality of all learning presentations
Analyze policies, procedures, technologies, and resources used to improve the learning experience
Evaluate the overall effectiveness of learning sessions and adjust course materials or delivery methods
Implement industry standards and best business practices for the creation of training programs to meet the needs of the call center
Consult with key stakeholders to capture learning requirements
Interpret learning gaps to assess and design effective programs and deliverables

Qualifications:

Bachelor’s degree in education, human resources, or a related field (A comparable combination of work experience and training may be substituted for education requirements)
Experience developing, delivering, and facilitating training materials and programs
Experience with various educational platforms and tools, such as learning management platforms (CMS, LMS)
Experience utilizing distance learning training tools, computer-based authoring tools, and technology to increase learning
Ability to design websites, web-based training programs, and online programs
Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
Accurate, detail-oriented, and organized with task management
Effective written, verbal, and interpersonal communication skills to interact with members, staff, vendors, and government regulators
Ability to analyze and resolve routine problems and situations
Periodic fieldwork within the call center is required