Training Analyst - Hybrid - Full-time
How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident Bank is a successful and highly regarded multi‑billion‑dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania, and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing both our customer and employee experience.
POSITION SUMMARY
The Contact Center Training Analyst I is responsible for developing, delivering, and maintaining training programs that support the ongoing success of the Contact Center. This role focuses on coaching, quality assurance, and continuous learning to ensure employees are equipped with the skills and knowledge needed to deliver a consistent, compliant, and high‑quality customer experience. This position is ideal for a training professional early in their career who is passionate about employee development and service excellence.
KEY 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
MINIMUM QUALIFICATIONS
- 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
WORKING CONDITIONS
- Work is primarily performed in a normal office environment with moderate noise
- Prolonged sitting
- Lifting 5–10 lbs. (e.g., printer paper, storage boxes)
- Occasional bending or overhead lifting (e.g., storing files or boxes)
- Hazards are those typically found in a normal office setting
This job description may not be all‑inclusive. Employees are expected to perform other duties as assigned and directed by management. Job descriptions and duties may be modified when deemed appropriate by management.
Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here.
Provident Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age (40 and over), color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation, or any other applicable status protected by state or local law.
PAY DETAILS
$42,400 – $60,500/annually
Please note: The base pay actually offered may vary based upon the candidate’s skills and experience, job‑related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs.
This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.
Team members accrue Paid Time Off (PTO), receive paid Holidays, and are eligible to participate in the Bank’s Health and Wellness benefits, including Medical, Dental, and Vision Plans, Flexible Spending Accounts (FSA), Health Savings Accounts (HSA), and a 401(k) Retirement Plan. Additional benefits include Disability Insurance, an Employee Assistance Program (EAP), and Basic Life Insurance. Company‑sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity, and Legal Plans.