Trainer (Onsite)

Etech Global Services; San Antonio (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

Etech Global Services seeks an experienced Trainer to lead and develop training programs for customer-facing teams in a fast-paced call-center environment.

You will directly supervise 1 to 40 trainees, plan, assign and direct work, evaluate performance, and provide coaching to assistants and peers while modeling servant leadership and a strong “will-do” attitude.

Qualifications

• Directly supervises 1 to 40 team members in the Training class.
• Planning, assigning, and directing work per policies and laws.
• Training and evaluating trainees; providing constructive feedback.

Responsibilities

• Train, supervise and evaluate class performance.
• Evaluate trainee understanding and re-teach as necessary.
• Multi-task; provide constructive feedback for development of trainees and personnel.
• Establish and maintain effective relationships across departments.

Skills

Training delivery

Supervisory

Coaching

Leadership

Communication

Education

Bachelor's degree

Tools

Excel

Word

PowerPoint

Outlook

Job description

• Trainers have to change plans at a moments notice and still excel at assignments while keeping a “will-do” attitude. They should showcase this attitude so well, that others want to emulate it and strive to achieve the same flexibility.
• Training is more than just knowledge transfer; it’s about equipping trainees to be selfsufficient agents who will guide customers to solutions. A Trainer should have this skill mastered so well that Assistant Trainers can observe and learn from them.
• Leading a training class is about creating a fun, engaging environment in which learning can flourish. Your classes should be so productive and enjoyable that your trainees are excited to embark on their new careers.
• Trainers should consistently be on the lookout for ways to help not only other trainers, but other leaders as well. This ensures Etech is successful as a whole while embodying our goal for servant leadership.
• We believe that employees don’t leave their jobs; they leave their managers. As a Trainer, you should be on the lookout for potential attrition reasons and be able to come up with ways to combat these issues.
• Everyone wants to know how the current training class is doing, but they can’t spend every moment seeing what’s going on. This means it is up to the Trainer to send detailed recaps and reports that showcase the monumental wins occurring daily in the classroom.
• A Trainer must be able to take charge and effectively pilot a class, but should be able to admit mistakes and work well with different people and personalities.
• Developing agents should be a passion that is shown everyday through the use of the Coaching Tactics.
• It is up to the Trainer to ensure their class is grasping the material and close any knowledge gaps as discovered. This is done through questioning techniques, hands-on activities, and classroom discussions.
• On occasion Trainers write curriculum for Etech or its clients. Often times they get to write about a best practice they created or discovered that could benefit other Trainers.
• Trainers are the subject matter experts on every facet of their campaigns and they are willing and able to pass this knowledge along to Assistant Trainers, and even fellow Trainers.
• A Trainer is consistently willing to offer and implement creative solutions. Instead of focusing on the problem, they work to fix it!
• Leaders at Etech should base all decisions and behaviors on the character commitments even when it isn’t easy to do. Trainers take this to the next level by teaching Assistant Trainers tips on how to epitomize these traits.

What We Expect You To Have:

Supervisory Responsibilities:

• Directly supervises 1 to 40 team members in the Training class.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Basic Knowledge of:

• Sales campaign products, features and benefits;
• Computer programs including Excel, Word, Power Point, Outlook;
• Training and sales techniques, Company policies and procedures as outlined in the employee handbook;
• Applicable campaign computer programs and procedures.

Ability to:

• Train, supervise and evaluate class performance;
• Evaluate trainee understanding and re-teach as necessary;
• Multi-task; Provide constructive feedback for the development of trainees and personnel;
• Establish and maintain effective relationship with peers across departments.

EDUCATION and/or EXPERIENCE:

• Bachelor's degree from a two-year college or university; or equivalent combination of education, related experience, and/or training.