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Suncoast Credit Union · 1 day ago

Care Center Development Facilitator

Tampa, FL

Full-time

Hybrid

Entry, Mid Level

$22/hr - $30/hr

Suncoast Credit Union is consistently recognized as a top workplace in Tampa Bay, prioritizing employee growth and community involvement. The Member Care Center Facilitator is responsible for developing instructional content and delivering engaging learning sessions to enhance training initiatives within the organization.

BankingFinancial ServicesFinTech

Responsibilities

Facilitate professional and engaging learning sessions with various audiences

Deliver lectures, interactive activities, on-the-job training, side-by-side training, live simulations, role-playing activities, and shadowing

Conduct training onsite and offsite for call center member advocates and management groups

Evaluate facilitation skills using session surveys, knowledge checks, coaching, feedback, and self-assessment

Assess the overall effectiveness of teaching techniques employed for the learning topics

Seek feedback on performance and adjust presentation skills as needed

Administer and maintain department systems and databases for assigned curriculum

Capture and report relevant training data for the department using the assigned tracking systems

Plan, prepare and present learning sessions in accordance with department standards for proper maintenance, functionality, usability, and quality of all learning presentations

Analyze policies, procedures, technologies, and resources used to improve the learning experience

Evaluate the overall effectiveness of learning sessions and adjust course materials or delivery methods

Implement industry standards and best business practices for the creation of training programs to meet the needs of the call center

Consult with key stakeholders to capture learning requirements

Interpret learning gaps to assess and design effective programs and deliverables

Qualification

Training program developmentLearning management systemsDistance learning toolsPublic speakingTask managementInterpersonal communicationProblem-solvingDetail-oriented

Required

Bachelor's degree in education, human resources, or a related field (A comparable combination of work experience and training may be substituted for education requirements)

Experience developing, delivering, and facilitating training materials and programs

Experience with various educational platforms and tools, such as learning management platforms (CMS, LMS)

Experience utilizing distance learning training tools, computer-based authoring tools, and technology to increase learning

Ability to design websites, web-based training programs, and online programs

Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines

Accurate, detail-oriented, and organized with task management

Effective written, verbal, and interpersonal communication skills to interact with members, staff, vendors, and government regulators

Ability to analyze and resolve routine problems and situations

Periodic fieldwork within the call center is required