Trainer; Call Center

Trainer (Call Center/1st Party Collections)

Now is a great time to join Alliance One! As a subsidiary of Teleperformance, Alliance One 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.

Location:

Port St. Lucie, FL (On-Site)

Travel Required:

Must be able to travel to San Antonio, TX for 4 weeks of training (paid for by company)

Pay: $21.00/hour

Role Overview:
The Trainers' central role revolves around enhancing employee competencies and performance. This includes designing training courses, leading training sessions, assessing the training's impact, and providing one-on-one mentorship. Your goal is to ensure that the workforce is skilled, confident, and aligned with the Alliance One and TP values and corporate goals.

• Maintain and facilitate Alliance One and/or client curricula to support new hire and existing employee development
• Create and continuously update training manuals, handouts, and instructional materials that cater to the needs of all learners.
• Deliver structured training sessions using various training methods encompassing both group and one-on-one scenarios to maximize learning outcomes.
• Regularly evaluate the competencies of employees and identify areas where development is required, tailoring your instructions to close these gaps.
• Track and report on the effectiveness of training programs, ensuring that the transfer of knowledge meets the organization's objectives.
• Ensure that all records and content remain up to date in the appropriate systems
• Keep abreast of the latest developments in instructional design and training methods to provide innovative and effective sessions.
• Gather and analyze feedback to refine future training for better results.
• Organize training schedules, venues, and resources, ensuring seamless delivery of all programs.
• Partners with and support managers to assist them in carrying out their responsibilities on training matters.
• May perform other duties as requested not specifically addressed in this document
• Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support:
• EBITDA
• Revenue
• High Performance Culture
• Personal Development

• Create structured training plans and develop comprehensive training programs that align with the company's and clients' objectives
• Conduct engaging and effective training sessions
• Utilize clear communication and interactive learning techniques to maintain participant interest.
• Drive continuous improvement by actively seeking out efficiency in current process and deliverables
• Implement feedback surveys and analyze employee performance data to measure if the learning outcomes meet the training objectives

Work/Training Experience

• 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.

Education and Certifications

• High School Education or equivalent
• Bachelor's degree, Certifications, or equivalent in relevant work experience

• 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…