Care Center Development Facilitator

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.

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

Skills

• 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

Benefits

• Bonus Program up to 12%
• 401K Matching up to 8%
• Retirement Planning
• Pay Increases based on Competency
• Employee Loan Discounts
• Flex Spending Accounts
• Medical Coverage
• Dental and Vision Coverage
• Access to 4,000+ Gyms
• Mental Health Resources
• PTO Wellness Days
• Short Term and Long Term Disability Coverage
• 11 Paid Holidays
• 3 weeks of Paid Time Off
• 4 weeks of Paid Parental Leave
• Birthday PTO
• Paid Volunteer Hours
• Degree Assistance up to $5,000 per year

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