Contact Center Training Supervisor

Primary Office Location:

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Position Title: Contact Center Training Supervisor

Business Unit: Retail Operations

Reports to: Manager of Contact Center Quality Assurance

Position Overview:

This position is responsible for the development, planning, and training of Contact Center employees. The incumbent will guide the training team to create learning experiences, equipping new and existing representatives with the ability to excel in their work environments through expert classroom instruction, on-floor, and one on one coaching sessions. Collaborates with contact center management 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:

Responsible for all aspects of the training team lifecycle such as interviewing, hiring, tracking productivity, and improving the performance of the contact center training team. Creating learning centers, training manuals, and updating changes to policy and procedures for the training department.

Oversees staff activities and team bonding, provides exemplary leadership, and assess the training needs of the contact center. Prepare training materials such as module summaries, videos, and presentations. Provide training through classroom, video, self-guided instructional manuals, and electronic delivery, including annual recertification trainings for all contact center teams.

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. Create and coordinate new training programs for future teams built under the contact center. Maintaining and improve the onboarding and training processes and technologies.

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 merger and acquisition related training materials for the Contact Center, including question and answer templates to assist in responding to customer requests during the transition period, as well as the weeks following the merger or acquisition.

Provide clear communication regarding new hire training progress and feedback to supervisors and management teams.

Plan and communicate process improvement strategies with contact center leadership, including coordinating with other departments and external vendors.

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:

Associates

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

5

Skills Required to Perform the Primary Responsibilities of this Position:

Ability to work and multi-task in a fast paced environment

Excellent communication skills, both written and verbal

Excellent organizational, analytical and interpersonal skills

Detail-oriented

Ability to use a personal computer and job-related software

MS Word - Intermediate Level

MS Excel - Intermediate Level

MS PowerPoint - Intermediate Level

Excellent organizational, analytical and interpersonal skills

Strong facilitation, problem solving, research, and decision making skills

Banking or call center experience preferred

Prior sales experience helpful

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

Ability to sit for extended periods of time. Ability to work some holidays and weekends

Equal Employment Opportunity (EEO):

It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.