Training Coordinator, Contact Center

Webster Bank

Training Coordinator designing and implementing training for Contact Center at Webster. Collaborating with internal teams for training effectiveness and employee proficiency.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $55,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

Document training issues and performance measures, analyze results and recurring trends and provide feedback to colleagues and managers.
Assist with tracking progress of training team members, works with Manager to recommend action plans for colleagues who are not meeting established standards.
Complete all assigned tasks within the appropriate timeframes.
Balance multiple priorities throughout the day to ensure the best experience for our clients and colleagues.
Demonstrate flexibility working with internal contact center partners for coaching needs.
Monitor the learning experience through delivery of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills.
Deliver training timeline deadlines are achieved.
Remain knowledgeable on products, services, and processes by keeping up to date on training materials and procedure documentation.
Support contact center initiatives and programs as needed
Enhance the learning experience through design of learning activities, assignments, and assessments to engage learners so they retain knowledge and skills.

Requirements

What you’ll need

2-4 years client support experience in a high-volume Contact Center with 2+ years of experience in a Training role
Experience coaching employee performance to call center metrics
Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)
Demonstrated experience using eLearning development tools such as Articulate Storyline, Rise, Adobe Captivate, Zenerate or similar authoring tools.
Articulate experience is required specifically
Experience applying UI/UX principles to learning design to create user-friendly and engaging learning interfaces

Benefits

Comp & perks

Incentive compensation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

coachingtraining designperformance analysiseLearning developmentUI/UX principlescall center metricslearning assessmentsknowledge retentiontime managementtask prioritization

Soft Skills

flexibilitycommunicationfeedback provisionorganizational skillscollaborationproblem-solvingadaptabilityengagementclient supportteamwork