Hybrid Call Center Trainer

Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.

The Trainer designs and conducts company training programs. Monitors and reports the effectiveness of training on employees during the orientation period and for career development. May be involved in initial plan design and existing plan enhancements. The Trainer relies on instructions and pre-established guidelines and work under immediate supervision to perform the functions of the job.

Why should you consider TSI (part of TSI family of companies)?

• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, dental and vision, 401k retirement plan with employer matching, paid time off and paid holidays!

• Conducts company training programs
• Delivers developmental and remediation training based on businessneeds
• Conducts compliance and quality training on the client requirements

• Knowledge, understanding, and compliance with company policies and procedures.

• Delivers training in various formats to meet the needs of the organization (e.g., onsite or virtual)

• Ensures all related tasks and responsibilities are completed to meet company and client standards
• Maintain accurate documentation and recording in required systems

• Identifies training needs and coordinates with the Training Manager to deliver ongoing training
• Conducts follow up to determine applicability of course material
• Implements classroom assessment measures, including knowledge checks, course evaluations, and tests
• Evaluates needs and develops new training materials and/or revises current material utilizing corporate standards to submit to client for approval

• Administers nesting bay program to include assessment measures including QA Monitor reviews, Average Call Time, attendance adherence, and other duties as required in the Nesting Bay Program.
• Provides coaching to new associates and low performers through company development programs and monitoring to develop and refine their skills
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Works under immediate supervision
• Provide feedback to management concerning possible problems or areas of improvement
• Make recommendations to implement improved processes
• Perform other duties as assigned by management

• High School Diploma, GED or equivalent required

• 1-3 years of call center and/or customer service experience
• 1-3 years of learning, talent development experience, in a fast-growth, results-driven, multi-site organization, preferred

• Experience and understanding of adult learning methods and techniques, preferred
• Classroom facilitation is completed in a timely manner, based upon company and client needs
• 80% graduation rate for each class
• 70% graduation rate for all classes combined each physical year
• Excellent written and oral communication skills
• Proficient with Microsoft Office tools including Word, Excel, PowerPoint, Outlook
• Experience in supervision, coordination and motivation of employees
• Strong listening and comprehension skills
• Excellent communication, interpersonal and organizational skills
• Ability to adapt to a flexible schedule
• Ability to travel

Physical Requirements:

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols
• Frequently required to sit, stand, walk, talk, hear, bend and reach
• Ability to reach with hands and arms
• Occasionally lift and/or move up to 20lbs with or without accommodation
• Ability to stand for long periods of time with or without accommodation
• Ability to travel, if requested

Work Conditions: