Training Coordinator, Contact Center

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The Training Coordinator is responsible for delivering, designing, implementing, and evaluating training programs to drive a high performing culture, meet business needs, and build skills and capabilities. A Training Coordinator is responsible for ensuring a flawless implementation of all learning initiatives, analyzing data related to their effectiveness and impact with a focus on client service experience, meeting established quality metrics, accuracy of the information, effective call management and demonstrated professionalism.  The Training Coordinator will support with coaching and training expectations along with partnering with the instructional designer to help create/maintain our development program.

Experience:

• 2-4 years client support experience in a high-volume Contact Center with 2+ years of experience in a Training role

• Experience measuring employee performance including coaching to call center metrics

• At least 1 year training delivery experience in a formal or informal setting

• Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)

• Candidates with advanced degrees (Associates, Bachelor’s and/or Master’s) preferred yet a High School Diploma or GED is required. 

• Candidates with some combination of coursework and experience, or extensive related professional experience, are eligible for consideration

• Demonstrated experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenarate or similar authoring tools.

• Strong critical thinking skills and a strategic mindset

• Customer-focused, results oriented; team building skills; self-motivated; collaborative; ability to oversee projects and meet deadlines.

• Experience in training delivery in a formal or informal setting

• Proficient in MS office and Workday Learning

• Excellent organization, presentation, and communication skills.

• Ability to interact with all levels of staff, including senior management.

Specific Skills:

• Leadership, coaching and performance management skills.

• Strategically focused to support business requirements.

• General knowledge of banking laws and regulations preferred.

• Excellent written and verbal communication skills.

• Demonstrated ability to develop and foster strong internal/external relationships with various levels within the organization.

• Flexible in adapting to constantly changing priorities.

• Decisive; extremely accurate and detail-oriented

• Self-motivated, reliable, and well organized

The estimated salary range for this position is $54,000.00 to $58,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.