Senior Trainer

 

 

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

1. Learn and become an expert in all TTEC and client-required training materials and processes that are required for new hire training.
2. Coach, develop and performance manage all trainers under their supervision
3. Ensure that all performance and retention goals for each class are met for trainers and training classes under their supervision.
4. When required, deliver consistent and high quality training to new hire classes.
5. Manage all aspects of the training environment, including reporting requirements.
6. Identify improvements to training curriculum and provide recommendations to TTEC and client leadership
7. Manage all processes required for the training classes and trainers under their supervision, to include payroll processing, reporting, auditing, terminations, etc.
8. Represent the training organization in meetings and interactions with both Operations and client points of contact.
9. Provide timely feedback to the Talent Acquisition team regarding the skill set requirements and potential skill gaps seen in new hire associates.

• 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

ü Great interpersonal skills in dealing with a diverse population

ü Open, honest, and empathetic manner when dealing with people

ü Ability to respect and ensure strict confidentiality of customer data

ü Demonstrated multi-tasking capability and proven success in fast paced environment

ü Strong attention to detail and desire to follow procedures

ü Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) or ability to learn technology quickly   

ü Reporting

 

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