Senior Trainer Job Description
The Senior Trainer isresponsible for planning, facilitating and managing the new hire trainingprocess for associates in training at TTEC, to include both client and TTECrequired training courses.
A SeniorTrainer has the primary duties of managing the performance of trainers under theirsupervision. Senior Trainers can andwill also train new hire classes themselves as needed.
Senior Trainers provide,coordinate, analyze and consolidate all necessary training material and performancedata in order to ensure that training is delivered in a timely and accuratemanner, following client requirements and company standards.
Senior Trainersare expected to have a thorough working knowledge of TTEC policies andprocedures as well as all client requirements related to training.
Senior Trainersare responsible for the overall performance and graduation outcomes of both thenew hires classes that they train, in addition to the classes trained bytrainers under their supervision.
A Senior Trainer’s responsibility includes evaluatingtrainer performance and providing necessary coaching, development andperformance management to ensure all trainer’s new hire associates graduatefrom training successfully.
ü Great interpersonal skills in dealing with a diversepopulation
ü Open, honest, and empathetic manner when dealing withpeople
ü High customer service orientation ü High level of integrity, honesty, and judgment
ü Ability to respect and ensure strict confidentialityof customer data
ü Demonstrated multi-tasking capability and provensuccess in fast paced environment
ü Strong attention to detail and desire to followprocedures
ü Strong verbal and written communication skills ü Proficient English, both written and verbal
ü Working knowledge of database applications such as MSOffice (Excel, Outlook, PowerPoint) or ability to learn technology quickly
Preferred Qualifications ü Knowledge of call center business ü Call center experience
Who We Are : TeleTech 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 :