Senior Trainer

Senior Trainer

Senior Trainer

Job Description  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.
Specific Job
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.
Basic Qualifications    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
üGreat interpersonal skills in dealing with a diverse
population
üOpen, honest, and empathetic manner when dealing with
people
üHigh customer service orientation
üHigh level of integrity, honesty, and judgment  üAbility to respect and ensure strict confidentiality
of customer data
üDemonstrated multi-tasking capability and proven
success in fast paced environment
üStrong attention to detail and desire to follow
procedures
üStrong verbal and written communication skills
üProficient English, both written and verbal  üWorking knowledge of database applications such as MS
Office (Excel, Outlook, PowerPoint) or ability to learn technology quickly

Preferred Qualifications
üKnowledge of call center business
üCall center experience  üReporting

Who We Are:

TTEC is a pioneer in customer experience, engagement and growth solutions.

Our 40,000+ employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.  We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.
Our Care organization utilizes an integrated platform of people, process, and technology leveraging more than 30 years of best practices to build customer value. Simply put, our Care team has a legacy of success.  The Senior Project Manager is a key part of this team, and will impact our global operation as part of a world class team of professionals.

What We Offer:

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