Contact Center Learning & Development Manager
Wsfs Financial

Job Info

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Position type: Full-time

Location: Newark, DE

Schedule: Monday - Friday

Hybrid/Onsite

Description:

The Contact Center Learning & Development Manager will design and deliver training programs for new and existing contact center agents, team leaders, and supervisors. The incumbent will lead the Contact Center training specialists and ensure the team meets expectations. The incumbent will assess training effectiveness and outline future needs by analyzing staff performance metrics. The Contact Center Learning & Development Manager will change priorities quickly and manage training schedules based on staffing and rotating schedules in a hybrid work environment.

Responsibilities:

• Provides stellar service to all internal Customers.
• Designs, develops, and facilitates courses and provides education to Contact Center team based on the business needs, outcomes of assessments and current trends in the industry.
• Ensures content and delivery of course materials adhere to all Banking regulations and audit requirements as it pertain to roles and responsibilities in the Contact Center.
• Offers a variety of training through in person, virtual, eLearning, videos and just in time learning modules. Course development and facilitation must reflect learning methodologies in delivery of curriculum to foster participant engagementand appeal to all learning styles (visual, auditory, kinesthetic, linguistic, interpersonal, and intrapersonal)
• Obtains insight to support evaluation of facilitators’ delivery through observation, internal Customer feedback and classroom evaluation and coaches and develops the team for success.
• Maintains integrity and professionalism of learning team facilitators at all times as well as maintaining the integrity of assigned training curriculum delivery.
• Oversees and maintains course content in the learning management system and shared drive including but not limited to, course events, attendance, credit, and course evaluations.

Minimum Qualifications:

• Must have bachelor’s degree in Learning & Development or 5 years equivalent experience in a Contact Center training role.
• Facilitation and instructional design certification preferred.
• Must have 3-5 years proven experience in instructional design including proficiency in eLearning platforms (Adobe Captivate preferred) and video content creation.
• Must have 2-5 years related experience in leading a team.
• Prior contact center experience in Banking is strongly preferred
• Must have a high level of professionalism interacting with all levels of management to build relationships and participate in two-way conversation on content delivery.
• Must understand adult learning theory and techniques, as well as Organizational Development (OD) theory and techniques.
• Ability to produce quality work independently, to deal well with changing priorities, and can multitask.
• Ability to manage facilitators, as well as any necessary vendor relationships.
• Excellent personal and project management skills, as well as excellent data analysis and evaluation skills.
• Exercise the usual authority of a team leader concerning staffing, performance appraisals, promotions, salary recommendations and terminations.
• Excellent oral and written communication skills.
• Excellent problem-solving ability.

Inclusiveness:

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@ wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

#LI-Hybrid

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