Trainer

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Regular Full Time Greenville, SC, US

Harte Hanks (NASDAQ: HHS) is a leading global customer experiencecompanywhose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world’s premier brands including Bank of America, Glaxo Smith Kline , Unilever, Pfizer, HBOMax, Volvo, Ford, Fed Ex, Midea, Sony, and IBM among others.

Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the Americas, Europe and Asia Pacific.

In collaboration with key stakeholders, Trainers are responsible for leading the continuing development of training program(s) for the Contact Center. This includes the ability to manage and lead a team of agents that support various lines in support of the client or contact center. Ultimate measures of performance will be new hire agent graduation rates and quality averages.

• Design and deliver onboarding, new hire, and continuous learning programs.
• Facilitate training sessions both in classroom and virtual set up depending on the need all while promoting an active and engaged learning environment throughout the channel.
• Monitor trainee progress through assessments, role plays, simulations, performance metrics, and learner feedback.
• Provide coaching, evaluate training effectiveness, and recommend improvements to address identified learning gaps.
• Track and report training attendance, completion rates, certification results, and training effectiveness. Ensure timely submission of training documentation and performance reports.
• Deliver process, product, system, and compliance training including, but not limited to, cross skilling, upskilling, update and soft skills training.
• Develop, update, and maintain training materials, presentations, job aids, and assessments. Collaborate with Operations, Quality Assurance, and Subject Matter Experts to ensure training content remains accurate and up to date.
• Partner with Operations, Quality, and leadership teams to identify performance gaps, assess training needs, analyze operational trends, and recommend targeted learning solutions.
• Design, coordinate, deliver, and support training initiatives aligned to business objectives through post-training coaching, reinforcement, and performance improvement activities.
• Support transition activities and nesting programs to help new employees achieve performance targets.
• Ensure continuous compliance with company policies, client requirements, and applicable regulations.
• Represent Training in calibration sessions, client meetings, and business initiatives while partnering with Operations, Quality Assurance, Workforce Management, and other stakeholders to drive performance improvement, employee engagement, and customer satisfaction.
• Flexibility in work hours and adapting to training settings (remote/in person) will be required to accommodate business needs and deadlines.

• 2-3 years of training, facilitation, and learning and development experience within a BPO, customer service, technical support, sales, or contact center environment.
• Experience designing, developing, and delivering instructor-led, virtual, blended learning programs, including curriculum development and training content creation.
• Skill in assessing training effectiveness through coaching, performance metrics, knowledge assessments, and learner feedback.

• Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and other business productivity tools.
• Knowledge in analyzing and resolving system, application, PC, network-related issues and operational issues to support training and knowledge transfer.
• Experience using CRM platforms, Learning Management Systems (LMS), knowledge bases, virtual training technologies, and digital collaboration tools.
• Familiarity with AI Course/Content Authoring Tools is an advantage.

• Strong facilitation, presentation, coaching, communication, and classroom management skills.
• Quickly acquires subject matter expertise and translates complex product, process, and system information into engaging learner-focused training solutions.
• Strong understanding of customer service, technical support, contact center operations, and quality, compliance, and performance standards.
• Experience in supporting international clients, markets, or accounts with the…