Talent Development Lead - Contact Center - Troy, MI Headquarters (Hybrid)
Flagstar Bank FSB

Job Summary
The Talent Development Lead will assess contact center team member development needs, identify learning objectives, prepare instructional design documentation, deliver development solutions, and evaluate outcomes that facilitate professional development, leadership, and continuous learning for Customer Engagement Center team members. In addition to supporting new hire training classes during training and nesting periods, the Talent Development Lead will recommend and implement ongoing learning and development strategies for all contact center team members (agents, support teams, and leadership).

Job Responsibilities:

Provide Contact Center New Hire Training and Onboarding Support

• Develop content for and facilitate new hire huddles, answering questions and providing follow up training throughout the new hire process
  
• Oversee new hire instant message real time support; lead phone time portion of new hire training
  
• Partner with HR Training team to continuously update and improve new hire training strategy to decrease new hire time to proficiency
  
• Partner with IT to resolve new hire access and equipment issues; provide additional onboarding and troubleshooting support as needed to ensure positive experience for new hires
  
• Mentor new hires during post-graduation nesting period; serve as point of contact for procedural questions, follow up training requests, and/or coaching needs
  

Deliver Ongoing Training and Team Member Support

• Ensure department compliance with completion of required online learnings by due dates
  
• Provide post call type training support, answering questions and facilitating follow up sessions
  
• Develop material for and facilitate ongoing training huddles with contact center staff
  
• Conduct ongoing side by side sessions to coach, provide feedback, and/or share best practices with agents
  

Innovate Contact Center Learning Strategies and Implement Team Member Development Best Practices

• Assist with coordinating ongoing contact center training, including soft skills, contact center leadership, and support position training, through partnership with contact center and/or third party training vendors
  
• Identify business process improvements and present recommendations for implementation to senior leaders
  
• Participate in vendor selection for specialized contact center training needs; provide feedback on chosen vendor effectiveness and value
  

Support Personal and Team Growth & Development

• Remain a subject matter expert in at least one content area (ex: Mortgage Servicing) with working knowledge of other content areas. Requires observation of business unit practices, partnership with leaders to understand current processes and challenges, and directly serving customers/job shadowing. Ex: handling customer contacts
  
• Proactively and autonomously stay apprised of company, industry, and business issues/trends through research and observation to facilitate effective learning and development recommendations
  
• Make recommendations to improve user guides and agent resources
  
• Play an integral role in the onboarding and training of new team members to enable their success and uphold the quality service internal and external customers expect and deserve
  
• Coach and mentor less experienced team members, leading by example and sharing best practices for team, organization, and customer success
  
• Enthusiastically lead, support, and/or participate in culture-enhancing events and activities, including the Diversity, Equity, & Inclusion program
  

Job Requirements:

• HS Diploma, GED or Foreign Equivalent
  
• Bachelor's Degree Required (Human Resources, Education, or Business)
  
• 5 years of customer service and/or contact center experience required.
  
• 3 years of supervisory and/or training experience required, or comparable experience.
  
• 3 years of experience in the mortgage industry required.
  
• Experience managing and coordinating multiple concurring projects, activities, and resources required.
  
• Demonstrated proficiency using Microsoft Office software applications (specifically Word, PowerPoint, and Excel); experience with eLearning software such as Captivate or Articulate is preferred
  
• LMS experience preferred; SABA experience preferred
  
• Must have exceptional grammar, editing, and proofreading skills ensuring little re-work is needed.
  
• Excellent interpersonal astuteness to respond to a wide variety of customer needs and personalities using tact and diplomacy and the human relations skills necessary to effectively communicate and deal with a diverse audience.
  
• Prior experience in Human Resources or Learning and Development preferred.
  
• Familiarity with traditional and modern training methods, tools, and techniques preferred.
  
• Certification with a training and development association such as the Association for Talent Development or the International Society for Performance Improvement preferred.
  
• Experience with troubleshooting technical issues (system access, equipment, etc.) preferred.
  
• Outstanding organizational and planning skills with demonstrated ability to prioritize workload and follow up/through.
  
• Must have a sense of urgency, dedicated to meeting the expectations and requirements of both internal and external customers under tight timeframes.
  
• Work under pressure on multiple tasks concurrently with little to no direction and meet deadlines in a fast-paced work environment with frequent interruptions and changing priorities.
  
• Ability to work regularly scheduled hours, 8:30-5:00 PM EST Monday - Friday; some weekend or evening hours may be required upon business need. Ex: evening hours may be required during new hire nesting period
  
• Occasional travel may be required.
  
• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
  

Internal Use Only - Job Band G

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