Hybrid Team Lead/ Trainer

About the position Your potential has a place here with TTEC’s award-winning employment experience. As a Temporary Trainer/ Team Lead Hybrid working remotely in US, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in the United States says it all! What You’ll be doing as a Trainer/Team Lead Hybrid As a Trainer, you will be conducting training classes with new hires. Ensuring that they are properly prepared for the production environment by introducing protocols, inspiring performance, and guiding the agents to into their new career with TTEC. Providing the best possible training environment for our new hires will be imperative and an essential part of your success as a leader, as our goal is for this team to remain with you as your transition into a Team Lead on the production floor. As a Team Lead, you will supervise the daily activities of a group of call center associates by providing mentoring, coaching and guidance. Other responsibilities include working with associates to address employee relations issues, coordinating all associate activity related to training, development, and performance. We’re looking for a Trainer/Team Lead Hybrid to welcome and excite new hires as they start their new careers. During a Typical Day In this position, it will be your responsibility to engage and develop each member of your team so that they can achieve their full potential. You'll also be directly accountable for associate attrition and employee satisfaction. Plus, you'll be responsible for monitoring absence and attendance for your team. You'll be expected to manage to operational protocol by keeping management apprised to real-time situations and be responsible for frequently taking escalated or complex calls from customers and you'll be expected to adhere to all company policies and procedures. You'll also be responsible for partnering with the Quality department to ensure the achievement of company and client quality goals, training agents on new or revised information relating to the services, products, or processes of the project.

Responsibilities

• Conducting training classes with new hires
• Introducing protocols, inspiring performance, and guiding the agents to into their new career
• Supervise the daily activities of a group of call center associates by providing mentoring, coaching and guidance
• Working with associates to address employee relations issues
• Coordinating all associate activity related to training, development, and performance
• Engage and develop each member of your team so that they can achieve their full potential
• Accountable for associate attrition and employee satisfaction
• Responsible for monitoring absence and attendance for your team
• Manage to operational protocol by keeping management apprised to real-time situations
• Responsible for frequently taking escalated or complex calls from customers
• Adhere to all company policies and procedures
• Partnering with the Quality department to ensure the achievement of company and client quality goals
• Training agents on new or revised information relating to the services, products, or processes of the project.

Requirements

• Experience training adult learners in a classroom setting
• Experience leading a group of 15 or more
• Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day task
• Mentor and inspire others
• Computer experience with MS Office, customer relationship management applications, and learning management systems.
• Have an active Resident State Health Insurance License

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