Senior Trainer
TTech
Cebu City, Cebu, Philippines
6d ago

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.

Specific JobResponsibilities

  • Learn and become an expert in all TTEC and client-required trainingmaterials and processes that are required for new hire training.
  • Coach, develop and performance manage all trainers under theirsupervision
  • Ensure that all performance and retention goals for each class are metfor trainers and training classes under their supervision.
  • When required, deliver consistent and high quality training to new hireclasses.
  • Manage all aspects of the training environment, including reportingrequirements.
  • Identify improvements to training curriculum and provide recommendationsto TTEC and client leadership
  • Manage all processes required for the training classes and trainers undertheir supervision, to include payroll processing, reporting, auditing,terminations, etc.
  • Represent the training organization in meetings and interactions withboth Operations and client points of contact.
  • Provide timely feedback to the Talent Acquisition team regarding theskill set requirements and potential skill gaps seen in new hire associates.
  • Basic Qualifications

  • Background intraining and / or adult learning
  • Strong managementskills
  • Experience inmanaging both individuals and teams
  • Strong understanding of our business, core values, andgoals
  • 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

    ü Reporting

    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 : Lead Everyday wDo the Right Thing wReach for Amazing wSeek First to Understand wAct as One wLive life Passionately

    Notice to external Recruiters and Recruitment Agencies : TeleTech does not accept unsolicited headhunter and agency resumes.

    Headhunters and recruitment agencies may not submit resumes / CVs through this web site or directly to any employee. TeleTech, and any of our subsidiaries, will not pay fees to any third-party agency or company that does not have a signed agreement with TeleTech.

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