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Jack Henry & Associates jhaCall Center Product Support Trainer in Springfield, Missouri

jhaCall Center Product Support Trainer

General information

JobID: 8567

Position Level: Individual Contributor

Team: Implementation & Support

Position Type: Regular

Working Time: Full-Time

Locations: Monett, Missouri, Springfield, Missouri, Springfield, Missouri

Description & Requirements

Jack Henry & Associates is currently searching for a Product Support Trainer to join our jhaCall Center. The jhaCall Center is a fast-paced, high energy, environment that is experiencing tremendous growth in clients, employees and revenue. Under moderate supervision, the Product Support Trainer is responsible for designing and delivering internal and external training for products supported by the jhaCall Center.

The jhaCall Center is a 24/7 contact center. The Product Support Trainer’s schedule will be Monday-Friday however, shift hours will vary by training class. Evening hours will be required when evening training classes are in session.

This position will be located at one of our Springfield, MO offices.

MINIMUM QUALIFICATIONS

  • Minimum of 18 months of experience in a call center or other metrics driven production environment.

PREFERRED QUALIFICATIONS

  • Developing professional expertise.Works on non-complex to moderately complex projects.

  • Exercises judgment within defined procedures and practices.

  • Detail and goal oriented with excellent verbal and written communication skills.

  • Extensive experience in Microsoft Office.

  • Able to work in a fast-paced environment where priorities can change quickly with little notice within a multi-faceted environment.

  • Able to handle multiple tasks, simultaneously.

  • Able to read and interpret documents.Experience working in a team atmosphere.

ESSENTIAL FUNCTIONS

  • Creates and maintains training materials to be used for internal and external training.

  • Creates training schedule for new hire and ongoing training efforts within the jhaCall Center and maintains communication with management team.

  • Conducts new hires training sessions (seated and recordings) including but not limited to: customer service, QA, systems training, CMS, bank/cu-specific training, Principles of Banking, De-Escalating Difficult Customer Contacts, mock calls, etc.

  • Tracks training sessions conducted by fellow team members when unable to complete the entire training curriculum.

  • Conducts ongoing training for agents.

  • Tracks ongoing training for agents along with agent progression.

  • Presents information on our training program to existing and prospective customers of the jhaCall Center as needed.

  • Conducts virtual/Webex training for new employees as well as ongoing training for current jhaCall Center agents.

  • Conducts Webex or onsite training for jhaCall Center clients upon request on topics such as customer service, quality assurance, and de-escalating difficult customer contacts.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business—and our society—stronger. Jack Henry is an equal opportunity employer. We are committed to a work environment that supports, empowers, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or any other characteristic protected under applicable federal, state, or local law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

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