Senior Trainer

TTEC • Tempe, AZ

8d

About The Position

The Senior Trainer is responsible for planning, facilitating and managing the new hire training process for associates in training at TTEC, to include both client and TTEC required training courses. A Senior Trainer has the primary duties of managing the performance of trainers under their supervision. Senior Trainers can and will also train new hire classes themselves as needed. Senior Trainers provide, coordinate, analyze and consolidate all necessary training material and performance data in order to ensure that training is delivered in a timely and accurate manner, following client requirements and company standards. Senior Trainers are expected to have a thorough working knowledge of TTEC policies and procedures as well as all client requirements related to training. Senior Trainers are responsible for the overall performance and graduation outcomes of both the new hires classes that they train, in addition to the classes trained by trainers under their supervision. A Senior Trainer’s responsibility includes evaluating trainer performance and providing necessary coaching, development and performance management to ensure all trainer’s new hire associates graduate from training successfully.

Requirements

• Background in training and/or adult learning
• Strong management skills
• Experience in managing both individuals and teams
• Strong understanding of our business, core values, and goals
• Great interpersonal skills in dealing with a diverse population
• Open, honest, and empathetic manner when dealing with people
• High customer service orientation
• High level of integrity, honesty, and judgment
• Ability to respect and ensure strict confidentiality of customer data
• Demonstrated multi-tasking capability and proven success in fast paced environment
• Strong attention to detail and desire to follow procedures
• Strong verbal and written communication skills
• Proficient English, both written and verbal
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) or ability to learn technology quickly

Nice To Haves

• Knowledge of call center business
• Call center experience
• Reporting

Responsibilities

• Learn and become an expert in all TTEC and client-required training materials and processes that are required for new hire training.
• Coach, develop and performance manage all trainers under their supervision.
• Ensure that all performance and retention goals for each class are met for trainers and training classes under their supervision.
• When required, deliver consistent and high quality training to new hire classes.
• Manage all aspects of the training environment, including reporting requirements.
• Identify improvements to training curriculum and provide recommendations to TTEC and client leadership.
• Manage all processes required for the training classes and trainers under their supervision, to include payroll processing, reporting, auditing, terminations, etc.
• Represent the training organization in meetings and interactions with both Operations and client points of contact.
• Provide timely feedback to the Talent Acquisition team regarding the skill set requirements and potential skill gaps seen in new hire associates.

Benefits

• TTEC requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed