Learning & Leadership Development Trainer - Temple, TX (01V17)

Temple, Texas, United States US

Learning and Leadership Development Trainer

Learning and Leadership Development (L&LD) Trainers are responsible for registering associates for classes, facilitating new hires trainings, as well as all applicable client trainings. L&LD Trainers provide, coordinate, analyze and consolidate all necessary data in order to deliver training in a timely and accurate manner following client requirements and company standards. L&LD Trainers are expected to have a thorough working knowledge of TeleTech¡¦s policies and procedures as well as client requirements related to training duties. L&LD Trainers are responsible for the overall outcome of new hires classes and client required trainings. This responsibility includes evaluating associate performance throughout training and providing necessary coaching and development to ensure associates graduate from new hire training successfully.

Key Performance Objectives

1. Achieve 100% of training completion goals. L&LD Trainers are responsible for facilitation of new hires classes, as well as all applicable client trainings. L&LD Trainers have daily, weekly, and monthly training goals, which must be achieved on time. L&LD Trainers prepare, monitor, update and share training reports. Provide support, coaching and performance management to associates during training and, if needed, after the completion of training. (Time management, achievement motivation, results orientation, efficiency, accountability, performance management)

2. Learn key business objectives, timeframes, and requirements associated with each training goal and class. Have a high level of knowledge of training practices and policies and having a thorough understanding of systems that support those functions. Adapt quickly to any changes in the training process. Be able to troubleshoot and report issues that will impact Learning and Leadership Development department systems. Understand the requirements for each training/class while strictly adhering to TeleTech policies and client requirements. (Attention to detail and process, follow-through, technical knowledge, ability to learn)

3. Understand and improve the key success metrics associated with each training goal. These include: 

  • Associate Performance through 30 days post-training 
  • Training Attrition 
  • Training Satisfaction 
  • ERGM

L&LD Trainers are held accountable for training completion. They keep track of training attendance and associate performance in training. Accountable for employee satisfaction with training. L&LD Trainers schedule, prepare, and deliver training, as well as participate in efforts to constantly look for opportunities to improve associate performance, improve current process and communicate their ideas to their team lead or manager regularly. (Innovation, creativity, collaboration, communication, achievement motivation)

4. Deliver consistent high quality customer service. Respond to all customer (internal/external)

requests within the established time frames. Maintain a positive, respectful and caring attitude

when working with others. Communicate problems clearly and reassures customers that issues

will be resolved quickly and delivers with minimum long term impact. Proactively share all issues

with management. Take personal responsibility for solving and finding solutions. (Customer

focus, friendly, helpful, accountability, diplomacy, communication)

5. Escalate training issues as appropriate. Clearly identify issues including the scope of the

problem and relative urgency. Provide clear documentation of the issue to the appropriate

team. Answer questions and assist in isolating the root cause of problems. Participate in testing

solutions to ensure problems have been resolved. (Analysis, problem solving, judgment,

communication, system troubleshooting)

Basic Qualifications

  • Strong understanding of Teletech¡¦s business, core values, and goals
  • Great interpersonal skills in dealing with a diverse population
  • Open, honest, and empathetic manner when dealing with people
  • High customer service orientation
  • High level of integrity, honesty, and judgment
  • Ability to respect and ensure strict confidentiality of customer data
  • Demonstrated multi-tasking capability and proven success in fast paced environment
  • Strong attention to detail and desire to follow procedures
  • Strong verbal and written communication skills
  • Proficient English, both written and verbal
  • Working knowledge of database applications such as MS Office(Excel, Outlook, PowerPoint), Oracle, Kronos or ability to learn technology quickly
  • Background in training and/or adult learning
  • Trainer Certification
Preferred Qualifications
  •  Knowledge of call center business
  • Call center experience
  • Reporting

TeleTech requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. TeleTech is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


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