As a Contact Center Trainer I at M&T Bank, your primary responsibilities include designing and delivering training programs tailored to enhance job-related skills among employees. You’ll be conducting classroom sessions, assisting in creating training materials, and evaluating course effectiveness. Additionally, you may co-facilitate more specialized training sessions under guidance, helping ensure compliance with operational standards and contributing to a culture of continuous improvement.

For the Contact Center Trainer I position at M&T Bank, candidates are required to have an Associate’s degree along with a minimum of two years of relevant business line experience. Alternatively, a combination of at least four years of higher education and work experience, including two years of related experience, will also meet the qualifications.

Important skills for a Contact Center Trainer I at M&T Bank include strong communication and presentation skills, the ability to evaluate and enhance training programs, as well as an understanding of customer service procedures and concepts. You should also possess time management skills to navigate the hybrid training model and maintain flexibility in accordance with the contact center's operational hours.

The work schedule for a Contact Center Trainer I at M&T Bank aligns with the contact center’s operating hours, which are Monday to Friday from 6 AM to 9 PM and Saturday to Sunday from 9 AM to 5 PM. You are required to be flexible with these hours, especially when conducting training, with potential for hybrid work arrangements during non-training times.

The salary range for the Contact Center Trainer I role at M&T Bank is between $20.94 and $34.91 per hour. This range is informed by the successful candidate's unique combination of knowledge, skills, and experience, reflecting the bank’s commitment to offering a fair and competitive compensation package.

To prepare for a training session as a Contact Center Trainer I, I would first review the training objectives and materials thoroughly. I’d ensure that I understand the audience's background and adapt my content to meet their needs. Incorporating interactive elements like role-plays or quizzes can enhance engagement and retention.

In a previous role, I noticed that participants were struggling with certain concepts due to varied experience levels. I adapted the training program by introducing additional foundational sessions for less experienced members and advanced workshops for others, which ultimately resulted in higher engagement and satisfaction ratings.

I use a combination of feedback forms, quizzes, and follow-up sessions to evaluate the success of my training programs. Tracking key performance indicators of participants post-training helps gauge effectiveness and guides improvements for future programs.

When faced with difficult trainees or disengaged participants, I make an effort to connect with them individually to understand their perspective. I employ various engagement strategies, such as breakout discussions or one-on-one coaching, to bring them back into the fold and ensure they are receiving value from the training.

My approach to developing training materials at M&T Bank involves collaborating with subject matter experts to ensure content accuracy and relevance. I also emphasize creating inclusive and multimedia resources that cater to different learning styles, promoting a more effective training experience.

I stay updated with the latest trends and best practices in training by participating in professional development workshops, attending industry conferences, and networking with fellow trainers. I also subscribe to relevant journals and follow thought leaders in the field, ensuring my training techniques evolve with the industry.

Compliance is critical in my role as a Contact Center Trainer I. I ensure that all training programs adhere to company policies and regulatory standards. This includes incorporating compliance training into regular sessions and keeping abreast of changes in regulations that could impact our operations.

When co-facilitating a training session, I believe clear communication and pre-planning are essential. I would discuss our individual roles in advance, establish a cohesive flow for the session, and play to each other’s strengths while ensuring that we deliver a united front to the participants.

To make learning enjoyable for my trainees, I incorporate gamification techniques, storytelling, and real-life examples into my training sessions. Providing opportunities for hands-on practice and group activities fosters a more engaging and interactive learning environment.

I want to work as a Contact Center Trainer I at M&T Bank because I admire the company’s commitment to employee development and customer satisfaction. I am passionate about training and believe that my skills align perfectly with M&T Bank’s goals to enhance service quality and team performance.