Trainer (Call Center)

AllianceOne•Port St. Lucie, FL

1d•Onsite

About The Position

AllianceOne, a subsidiary of Teleperformance, is seeking a Trainer for its Call Center in Port St. Lucie, FL. This role focuses on enhancing employee competencies and performance through designing training courses, leading sessions, assessing impact, and providing mentorship. The goal is to ensure the workforce is skilled, confident, and aligned with AllianceOne and Teleperformance values and corporate goals. The position requires travel to San Antonio, TX for four weeks of paid training.

Requirements

2+ years delivering contact center or financial services training to adult learners, with measurable class outcomes.
Experience and proficiency in creating and executing training modules tailored to the needs of the job.
Experience evaluating trainee performance and program effectiveness through regular feedback and testing.
Experience demonstrating strong presentation and facilitation skills to effectively impart knowledge in a corporate setting.
Experience working closely with leadership to identify training needs and design appropriate initiatives.
High School Education or equivalent.
Bachelor’s degree, Certifications, or equivalent in relevant work experience.
Microsoft Office Suite.
Workday, Saba or other learning software experience.
Training Needs Analysis tools, assessing and identifying the specific requirements of your clients and trainees.
Visual acuity to read information from computer screens, forms and other printed materials and information.
Able to speak (enunciate) clearly in conversation and general communication.
Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.
Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
Ability to sit at workstation for long periods of time.

Nice To Haves

Empathy: Can empathize, understand, communicate, anticipate, and create an inclusive environment. Fosters a culture of empathy within the team by setting clear expectations, promoting active listening and emotional intelligence, and supporting individual growth and development.
Emphasizes retention: Establishes development opportunities to encourage talented individuals to remain with the organization; provides opportunities that offer challenge and career satisfaction, consistent with fostering and maintaining a diverse and inclusive work environment.
Presentation skills: Prepares and delivers persuasive, clear messages in a style appropriate to the audience. Exhibits mastery of materials, a comfortable and effective delivery style, and handles inquiries about the topic with ease.
Adaptability: Can quickly modify behavior to deal effectively with changes in the work environment; readily try new approaches appropriate for new or changed situations; does not persist with ineffective behaviors. The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation.
Building Partnerships: Identifies opportunities and takes action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals. Establishes and maintains positive and productive relationships with colleagues, clients, and other stakeholders. Can initiate, maintain, strengthen, leverage, and create relationships with third parties.
Communication Skills: Proactively communicates; informs others of what they need to know. Utilizes oral and written communication to enhance relationships across the organization. Capably articulates thoughts and ideas in speaking and listens carefully to others.
Professional Communication: Demonstrates the ability to strategically and confidently communicate with a diverse team to promote core organizational values of Integrity, Respect, Professionalism, Innovation and Commitment. Actively listens to build trust and to create an inclusive, respectful and productive work environment.
Performance Management: Owns responsibility for team performance by setting clear goals and expectations and exhibits effective problem-solving skills and resilience. Displays strong leadership to positively influence and encourage team to meet key performance indicators.
Team Building, Coaching and Development: Fosters a cohesive and collaborative group dynamic where team members work together towards common goals, leveraging each other’s strengths, and achieve superior results. Creates a knowledge-sharing culture, encouraging open communication, structured feedback and continuous improvement.
Change Management: Recognizing when and why operational change is necessary to improve performance, stay competitive, or adapt to new circumstances. The ability to confidently introduce something new or to significantly improve existing practices, processes, and standard operating procedures.
Business Acumen: Having the fundamental understanding of how the business operates and using it to make informed and logical decisions; the capacity to anticipate future trends, strategically forecast, and devise innovative solutions that enable an organization to achieve its long-term goals.

Responsibilities

Maintain and facilitate AllianceOne and/or client curricula to support new hire and existing employee development.
Create and continuously update training manuals, handouts, and instructional materials.
Deliver structured training sessions using various methods encompassing group and one-on-one scenarios.
Regularly evaluate employee competencies and identify areas for development, tailoring instructions to close gaps.
Track and report on the effectiveness of training programs, ensuring knowledge transfer meets organizational objectives.
Ensure all records and content remain up to date in appropriate systems.
Keep abreast of the latest developments in instructional design and training methods.
Gather and analyze feedback to refine future training.
Organize training schedules, venues, and resources.
Partner with and support managers on training matters.
May perform other duties as requested.