Provident Bank is a highly regarded financial institution with deep roots in the community. The Contact Center Training Analyst I is responsible for developing and delivering training programs to support the Contact Center's success, focusing on coaching and quality assurance to enhance employee skills and customer experience.
Responsibilities
- Develop and implement training programs that support Contact Center operations, including customer service, sales, compliance, product knowledge, and call etiquette
- Facilitate instructor‑led and ongoing training sessions for new hires and existing employees
- Administer the Contact Center Quality Assurance program, including call monitoring and performance assessments
- Provide coaching, constructive feedback, and follow‑up training based on quality results and observed performance gaps
- Create, update, and maintain training manuals, guides, and reference materials
- Coordinate training logistics, including classroom setup and materials
- Collaborate with business partners and subject matter experts to ensure training content reflects current policies, procedures, products, and services
- Support incentive and performance reporting by providing data and metrics as required
- Act as a liaison between departments to communicate process, policy, and service updates to Contact Center and branch teams
- Perform additional related duties as assigned
Skills
- Bachelor's degree preferred
- 1–3 years of experience in training, learning & development, contact center operations, or a related area
- Knowledge of training delivery methods, adult learning principles, and presentation techniques
- Strong communication skills with the ability to present information clearly and confidently
- Ability to coach and provide constructive feedback in a supportive manner
- Proficiency in Microsoft Office (Outlook, Word, Excel)
- Strong organizational and documentation skills
- Ability to work a flexible schedule as needed
- Attention to detail with the ability to manage multiple priorities
Benefits
- Paid Time Off (PTO)
- Paid Holidays
- Health and Wellness benefits
- Medical, Dental, and Vision Plans
- Flexible Spending Accounts (FSA)
- Health Savings Accounts (HSA)
- 401(k) Retirement Plan
- Disability Insurance
- Employee Assistance Program (EAP)
- Basic Life Insurance
- Tuition Disbursement
- Loan Repayment programs
- Supplemental Life Insurance
- Accident
- Critical Illness
- Hospital Indemnity
- Legal Plans
Company Overview
Provident Bank is the wholly owned subsidiary of Provident Financial Services, Inc. It was founded in 1839, and is headquartered in Jersey City, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is https://www.provident.bank.