About the company
About Figure Figure is transforming the trillion dollar financial services industry using blockchain technology. In three short years, Figure has unveiled a series of fintech firsts using the Provenance blockchain for loan origination, equity management, private fund services, banking and payments sectors - bringing speed, efficiency and savings to both consumers and institutions. Today, Figure is one of less than a thousand companies considered a unicorn, globally. Our mission requires us to have a creative, team-oriented, and supportive environment where everyone can do their absolute best. The team is composed of driven, innovative, collaborative, and curious people who love architecting ground-breaking technologies. We value individuals who bring an entrepreneurial mindset to every task and will embrace our culture of innovation. Every day at Figure is a journey in continuous learning yet a daily focus on getting work done that makes a difference. Join a team of proven leaders who have already created billions of dollars in value in the FinTech space!
Job Summary
What You’ll Do
📍Develop, implement, and continuously improve training programs for contact teams across all communication channels. 📍Design and deliver onboarding programs to ensure new hires receive comprehensive training on company policies, procedures, products/services, and customer service skills. 📍Collaborate with Operations, Quality Assurance, Recruiting and Human Resources teams to identify training needs and development 📍Lead and manage a team of Training Specialists providing guidance, training, and performance feedback aligned with business objectives and performance metrics. 📍Oversee the utilization of instructional design principles and creation of engaging and effective training materials, including manuals, presentations, e-learning modules, and job aids. 📍Oversee training sessions, workshops, and simulations led by Training Specialists to educate contact center staff on effective communication techniques, customer handling strategies, and system usage. 📍Conduct training sessions, workshops, and simulations as needed to educate contact center staff on effective communication techniques, customer handling strategies, and system usage. 📍Monitor and evaluate the effectiveness of training programs through assessments, feedback surveys, and performance metrics analysis. 📍Provide coaching and feedback to trainers and trainees to ensure continuous improvement in training delivery and performance. 📍Stay informed about industry trends, best practices, and technologies related to contact center operations and training methodologies. 📍Collaborate with IT and operations teams to ensure training materials and systems are up-to-date and accessible for training purposes.
What We Look For
📍Bachelor’s degree in Business Administration, Education, Communications, or a related field. 📍Minimum 3 years of experience in training and development, with a focus on contact center operations and omni-channel customer service. 📍Proven experience in designing and delivering training programs, preferably in a fast-paced and dynamic environment. 📍Strong understanding of adult learning principles, instructional design methodologies, and training evaluation techniques. 📍Excellent presentation, facilitation, and communication skills, with the ability to engage and inspire trainees. 📍Ability to work collaboratively across departments and influence stakeholders at all levels of the organization. 📍Strong organizational skills with attention to detail and the ability to manage multiple projects simultaneously. 📍Proficiency in Google Suite and training software/tools (e.g., learning management systems).
