Trainer (Call Center)

Trainer (Call Center/1st Party Collections)

Now is a great time to join AllianceOne! As a subsidiary of Teleperformance, AllianceOne provides employees the opportunity to be part of a global leader in contact center management, with the benefit of capitalizing on the global presence the company has built throughout the years. Teleperformance creates more value by providing a better customer experience.

Location: Port St. Lucie, FL (On-Site)

Travel Required: Must be able to travel to San Antonio, TX for 4 weeks of training (paid for by company)

Pay: $21.00/hour

Benefits:

• Our comprehensive benefits include but are not limited to: Health Insurance (Medical/Dental/Vision), HSA/FSA plans, Paid Time Off package, Optional Daily Pay, EAP, 401k after 90 days and much more!
• Full-Time employees are eligible for Health benefits on the first of the month following hire date, or coincident to hire date if hired on the first of the month.

Role Overview

The Trainers' central role revolves around enhancing employee competencies and performance. This includes designing training courses, leading training sessions, assessing the training's impact, and providing one-on-one mentorship. Your goal is to ensure that the workforce is skilled, confident, and aligned with the AllianceOne and TP values and corporate goals.

Role-Based Accountabilities

• Maintain and facilitate AllianceOne and/or client curricula to support new hire and existing employee development
• Create and continuously update training manuals, handouts, and instructional materials that cater to the needs of all learners.
• Deliver structured training sessions using various training methods encompassing both group and one-on-one scenarios to maximize learning outcomes.
• Regularly evaluate the competencies of employees and identify areas where development is required, tailoring your instructions to close these gaps.
• Track and report on the effectiveness of training programs, ensuring that the transfer of knowledge meets the organization's objectives.
• Ensure that all records and content remain up to date in the appropriate systems
• Keep abreast of the latest developments in instructional design and training methods to provide innovative and effective sessions.
• Gather and analyze feedback to refine future training for better results.
• Organize training schedules, venues, and resources, ensuring seamless delivery of all programs.
• Partners with and support managers to assist them in carrying out their responsibilities on training matters.
• May perform other duties as requested not specifically addressed in this document
• Ensure understanding of how your role and the role of your subordinates (if applicable) contributes to the key organizational objectives by establishing goals that demonstrate your understanding through performance outcomes that support:
• EBITDA
• Revenue
• High Performance Culture
• Personal Development

Expected Deliverables

• Create structured training plans and develop comprehensive training programs that align with the company's and clients' objectives
• Conduct engaging and effective training sessions
• Utilize clear communication and interactive learning techniques to maintain participant interest.
• Drive continuous improvement by actively seeking out efficiency in current process and deliverables
• Implement feedback surveys and analyze employee performance data to measure if the learning outcomes meet the training objectives

Qualifications

Work/Training Experience

• 2+ years delivering contact center or financial services training to adult learners, with measurable class outcomes.
• Experience and proficiency in creating and executing training modules tailored to the needs of the job.
• Experience evaluating trainee performance and program effectiveness through regular feedback and testing.
• Experience demonstrating strong presentation and facilitation skills to effectively impart knowledge in a corporate setting.
• Experience working closely with leadership to identify training needs and design appropriate initiatives.

Education and Certifications

• High School Education or equivalent
• Bachelor's degree, Certifications, or equivalent in relevant work experience

Behavioral Competencies

• Empathy: Can empathize, understand, communicate, anticipate, and create an inclusive environment. Fosters a culture of empathy within the team by setting clear expectations, promoting active listening and emotional intelligence, and supporting individual growth and development.
• Emphasizes retention: Establishes development opportunities to encourage talented individuals to remain with the organization; provides opportunities that offer challenge and career satisfaction, consistent with fostering and maintaining a diverse and inclusive work environment.
• Presentation skills: Prepares and delivers persuasive, clear messages in a style appropriate to the audience. Exhibits mastery of materials, a comfortable and effective delivery style, and handles inquiries about the topic with ease
• Adaptability: Can quickly modify behavior to deal effectively with changes in the work environment; readily try new approaches appropriate for new or changed situations; does not persist with ineffective behaviors. The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation
• Building Partnerships: Identifies opportunities and takes action to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals.Establishes and maintains positive and productive relationships with colleagues, clients, and other stakeholders. Can initiate, maintain, strengthen, leverage, and create relationships with third parties.
• Communication Skills: Proactively communicates; informs others of what they need to know. Utilizes oral and written communication to enhance relationships across the organization. Capably articulates thoughts and ideas in speaking and listens carefully to others.

Core Competencies

• Professional Communication: Demonstrates the ability to strategically and confidently communicate with a diverse team to promote core organizational values of Integrity, Respect, Professionalism, Innovation and Commitment. Actively listens to build trust and to create an inclusive, respectful and productive work environment.
• Performance Management: Owns responsibility for team performance by setting clear goals and expectations and exhibits effective problem-solving skills and resilience. Displays strong leadership to positively influence and encourage team to meet key performance indicators.
• Team Building, Coaching and Development: Fosters a cohesive and collaborative group dynamic where team members work together towards common goals, leveraging each other's strengths, and achieve superior results. Creates a knowledge-sharing culture, encouraging open communication, structured feedback and continuous improvement.
• Change Management: Recognizing when and why operational change is necessary to improve performance, stay competitive, or adapt to new circumstances. The ability to confidently introduce something new or to significantly improve existing practices, processes, and standard operating procedures.
• Business Acumen: Having the fundamental understanding of how the business operates and using it to make informed and logical decisions; the capacity to anticipate future trends, strategically forecast, and devise innovative solutions that enable an organization to achieve its long-term goals.

Technical Competencies

• Microsoft Office Suite
• Workday, Saba or other learning software experience
• Training Needs Analysis tools, assessing and identifying the specific requirements of your clients and trainees.

Physical Requirements

• Visual: Visual acuity to read information from computer screens, forms and other printed materials and information
• Verbal: Able to speak (enunciate) clearly in conversation and general communication.
• Hearing: Hearing ability for verbal communication, conversation, responses via telephone, telephone systems, and face-to-face interactions.
• Manual Dexterity: Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
• Sitting: Ability to sit at workstation for long periods of time.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

AllianceOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. AllianceOne is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To