First Financial Bank Texas hiring Call Center Trainer in Abilene, Texas, United States | LinkedIn (2024)

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We’re always looking for bright individuals to join our growing organization. As a part of the First Financial Family, we will invest in your development and provide a dynamic work environment where you’re challenged, valued and empowered every day. We strive to be the best destination for the industry’s top talent, creating a diverse, collaborative workplace that celebrates innovation and change. We are one team, working together to get things done.

Job DescriptionOffice Location:

Abilene, Texas, United States

Scope/ContactsThe Trainer participates in and conducts new hire, refresher, and upskill training programs, provides classroom instruction to trainees and monitors associates on the production floor. Will assist in periodically reviewing the training curriculum and provide suggested enhancements to its content and or delivery of the materials being used. Will assist in implementation of new programming, policy, and procedures; call center hardware and software support.

Essential Functions

• Delivers classroom and/or web-based instruction, demonstrating effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills
• Create and implement strategy to ensure training objectives are met
• Provides training performance feedback to the training team, and floor supervisors including monitoring sessions, evaluations, performance improvement planning, coaching and feedback
• Ability to display the highest level of professionalism and exhibit a model behavior for all Representatives; introduce and represent the culture and etiquette of the call center
• Completes post-classroom activities that include evaluating training effectiveness and Trainee’s knowledge, skill development, service readiness, and ability to apply knowledge
• Actively works with Trainees post-class in Nesting areas to further develop skills and drive to self-sufficiency
• Assists with development and enhancement of instructional methods, training aids, manuals, and other materials
• Observes standing practices and procedures to cultivate improvements in efficiency, accuracy
• Assists Operations Manager with regular reporting tasks and independent projects
• Designs, builds, and implements new training strategies
• Understands and supports the vision and mission of First Financial Bank; actively participate in and abide by the banks non-negotiable values and Customer Service Excellence philosophy

Minimum Qualifications

• High school graduate or equivalent required.
• Minimum 1 year of Contact Center or Customer Service training experience, or 2 years in a team lead or top-tier agent role within the First Financial Bank contact center.
• Excellent oral and written communication skills
• Strong PC skills including experience with all Microsoft Office applications, internet browsers, mobile devices, basic computer hardware
• Exceptional interpersonal skills with the ability to develop strong working relationships with persons at all levels within an organization.
• Thrive in a fast-paced work environment, maintains a positive frame of mind and sets an example of professionalism for other employees.
• Flexibility in schedule and routine
• Ability to multitask on a grand scale
• Comfortability with simultaneous long and short-term projects and initiatives

The above statements reflect the general details considered necessary to decide the principal functions of the job identified and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)