Training Supervisor |
| Location: | Purchase, NY |
| Exempt/Non-Exempt: | Exempt |
| Employment Type: | Full Time |
| Employer: | Quorum Federal Credit Union |
| Description: | Quorum Federal Credit Union is currently seeking a Training Supervisor to join our team. We are looking for someone who will uphold our values and live them out on a daily basis. Recognizing that our employees have a life outside of the office, we understand the importance of balance and our culture supports a happy medium between work and life. It is this recognition and understanding that helped us to be recognized as one of the Best Companies to Work For in New York State for 2012.
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| Duties: | Key Responsibilities include:
- Develops and delivers training courses and events in alignment with Credit Union strategy, projects, products & services, systems, new hires, Credit Union policies and industry regulations and other staff development needs related to the Member Services department.
- Designs support materials such as job aids, workbooks, exercises, leader�s guides and other instructional tools.
- Participates in agent quality monitoring, call evaluation and calibration sessions. Assists in agent side-by-side monitoring.
- Facilitates and coordinates all aspects of training, including schedules, materials and training location, both group and individual.
- Collects and analyzes trainee feedback, performance, and program impact.
- Works with outside vendors to arrange training sessions and rent/purchase training materials as appropriate within budget guidelines.
- Maintains training database including, but not limited to, input and design of database and tracking of training progress.
- Generates reports and monitors employee progress in meeting training requirements and performance against established sales and service metrics.
- Leads and organizes Member Services process improvement and work optimization projects.
- Helps support the Director of the Contact Center with special projects.
- Serves as back up for MST Manager.
- Ensures adherence to company policies, procedures and Banking/Credit Union Regulations.
- Stays abreast of industry developments including but not limited to changes in regulations.
- Promotes and maintains a positive work atmosphere by behaving and communicating in a manner consistent with professional standards to get along with members, co-workers, management and vendors.
- Performs additional duties as required.
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| Qualifications: | - College degree preferred with 3-5 years experience in a related position preferably in a bank, Credit Union or other financial institution.
- Proven ability to create results-oriented training engagements.
- Project Management experience preferred.
- Supervisory experience in a Call Center environment strongly preferred.
- Excellent presentation and facilitation skills. Strong written and oral communication and presentation skills. Professional appearance and demeanor.
- Proficiency in Microsoft Office systems: Word, Excel, Access, and PowerPoint.
Equal Opportunity Employer M/F/D/V
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