Contact Center Training Specialist

United Community Bank

Training Specialist preparing Contact Center employees through comprehensive training programs. Developing skills and managing trainer schedules for optimal customer interactions and service efficiency.

Posted 7/1/2026full-timeBlairsville • 🇺🇸 United StatesJuniorMid-Level💰 $38,769 - $57,876 per yearWebsite

About the role

Key responsibilities & impact

Responsible for creating and delivering training and on-going training for tenured Contact Center employees and new hires with specific emphasis on their first 90 days.
Responsible for delivering an outstanding training experience to prepare our front-line team in delivering an exceptional customer service experience through timely and accurate processing of requests, quick problem solving, and First Contact Resolution.
In coordination with the Training Administrator, manages overall scheduling and communication of training- related events.
Works closely with and utilizes subject-matter-experts where needed and partners on other department project launch/training initiatives that have direct customer impact.
Facilitates the Contact Center training programs to develop and cultivate a consistent, positive overall employee experience.
Sets the tone and example of professionalism and excellence in appearance, demeanor, and presentation.
Align all training and materials with the company culture.
Determines company development, skill, and operational needs through various measures across the Bank and develops training programs to bridge learning or skill gaps.
Identify process and procedural changes needing review and communicate to the Training Administrator.
Works closely with hiring managers, Training Administrator, Team Leads and Subject Matter Experts to establish training needs.
Researches, creates, delivers, and manages training criteria, programs, and initiatives through a variety of methods suitable for the topic, geography, and recipient.
Tracks new hire progress to ensure successful creation, implementation, maintenance and follow up specific to needs.
Reviews existing training materials, procedures and custom channel courses to keep relevant and updated.
Provides input on new hire and Contact Center curriculums.
Communicates developmental needs to the hiring manager of new hires, Team Leads and location Supervisors.
Supports and partners with other departments’ process changes/enhancement to prepare Contact Center for changes impacting the team.
Manages expenses to align with approved budget.

Requirements

What you’ll need

Degree in Business, Finance, or related field or equivalent preferred but not required
Minimum 2 years' experience in financial and/or training industry or combination of Contact Center experience, formal education/training
Knowledge of Bank products, services, initiatives, and company culture
Familiar with varying bank policies and procedures within the footprint
Possesses a high degree of the following skills and characteristics: Self-motivation, Excellence in leading by example, Confident speaker in large groups, Quality productivity within rigorous times, Ability to manage multiple projects simultaneously, strong multi-tasker.
Excellent time management and organization skills
Self-starter who works successfully with little direction
Excellent written and communication skills
Excellent people skills
Ability to interact with all levels of management and employees.
Adaptive learner
Ability to gather and analyze information to solve problems efficiently.
Collaborator
Action-oriented and displays initiative.
Proficient in Microsoft Office programs, deposit and loan systems and procedures
Ability to successfully lead in-person, Teams, WebEx, and recorded training sessions.
Stays abreast of industry training updates and delivery methods.
Some travel may be required.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Training Program DevelopmentKnowledge of Bank ProductsFinancial Industry ExperienceContact Center ExperienceTraining Criteria ManagementProcess ImprovementCurriculum DevelopmentProblem SolvingTime ManagementOrganizational Skills

Soft Skills

Self-MotivationConfident SpeakerCollaborationAdaptabilityInitiative