Trainer (New Program)

AllianceOne•Maumee, OH

1d•$19

About The Position

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience. Job Description: Position: Trainer Location: Maumee, OH Pay and Benefits: The pay rate is $19.00/hour Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans,Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more! Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month. Hours: Schedule will vary but will fall within Hours of Operation of 8 am- 7 pm Job Description: Develop and facilitate comprehensive learning and development solutions to meet the needs of AllianceOne employees. Manage vendor relationships with external training resources and work closely with the internal Training and Development staff to develop joint effort learning and development solutions and building relationships.

Requirements

High School Education or equivalent, college degree preferred
2-3 years professional work experience
1 year experience in Human Resources and Training or equivalent experience.
Working knowledge of MS Office Suite Programs (specifically Word, Excel, PowerPoint and Outlook) , Windows NT
Practical knowledge and experience applying Adult Learner strategies
Facilitation and Coaching Skills
Strong written, oral and listening communication skills
Strong interpersonal skills
Strong customer service skills; ability to manage customer expectation
Excellent organizational and prioritization skills to meet multiple priorities
Ability to work successfully in rapid moving environment
Demonstrated ability to work collaboratively within the team and organizational structure
Goal and deadline oriented
Ability to make decisions independently
Persuasive, Creativity and innovation

Responsibilities

Develop, facilitate, and maintain curricula that support current and future needs of the AllianceOne/Teleperformance vision, values, operating principles, and corporate goals.
Collaborate with Training Team and AllianceOne/Teleperformance management to support development needs within the business.
Needs Assessment
Development of Proposals
Course/Content Design
Instructional Design and Development
Facilitation
Training Administration
Evaluation
Effective Communications (written, oral, listening)
Evaluate and develop programs and techniques that enhance learner retention.
Learn and maintain an up-to-date understanding of all company Compliance policies and expectations for agent call handling
Provide effective feedback regarding agent performance on monitored calls, identifying both areas of good performance and opportunities for improvement.
Participate in internal calibrations and focus groups with Operations, QA and Compliance
Provide feedback on training issues.
Align T&D services to business philosophies.
Recommend external vendors to provide appropriate training as needed.
Conduct new employee orientation courses according to the business needs of the location.
Effectively perform new employee orientation for new hire training classes.
Effectively assess the training needs within the business if supports for call center, professional and critical management skills.
Provide continual training based upon needs of the organization for new hires, experienced Agents and supervisors based upon management direction and/or needs assessment.
Research and keep up with outside organizations and vendors to complement the organization’s training opportunities.
Maintain a level of creativity and progressiveness to training and orientation to maintain industry leading presentations.
Help in selection of call center candidates as needed.
Update and report the performance of the training function within the Human Resources Department.
Create and design training programs to meet the needs of the organization.
Collaborate with internal colleagues and customers to support development needs within the businesses.
Manage all necessary resources to optimize trainee’s performance such as: ABC, Incidences Tool, Clients Tools, Training tools, Ice Breakers, Team Builders, etc.
Attend required train-the-trainer sessions and certifications
Support Operation & Quality Departments by detecting areas of opportunity and creating Action plans in conjunction to contra resting them.
Assist to Calibration, Training & Operations meetings.
Possible travel as needed