What are the responsibilities and job description for the Trainer (CCO) position at TDB Communications, Inc.?
TDB Communications, Inc. is seeking a full-time Trainer to join our team in Chester, Virginia. Since 1999, our employees have been entrusted with helping the business of government work better for our customers. We are looking for an experienced Trainer to train and motivate our customer service representatives to meet and exceed our client’s expectations. The trainer will be empathetic to the various learning styles of our staff and will facilitate learning conversations as trainers are essential to ensuring everyone has the tools they need to succeed in their role.
This is a full-time position. The call center is operational between the hours of 8:00 am to 10:00pm, Sunday through Saturday (7 days per week).
Pay and Benefits:
Base Rate: $50,000 per year
Medical, Dental, and Vision benefits available
401(k) available with company match
Paid holidays
PTO
Duties and Responsibilities
Facilitate training to ensure consistent and complete understanding of program while adapting instruction of material to meet the diverse needs of the adult learner.
Planning, coordinating, and conducting training for new and personnel. Activities may include but are not limited to, securing training space, classroom step-up, securing training resources, and collection and entry of training data.
Monitor progress of trainees during training and coach for improvement.
Identify performance gaps, causes of the performance gaps and provide solutions to the Training Delivery team.
Provide coaching about job performance and quality assurance to employees after training.
Research and answer inquires from Contact Center personnel to improve knowledge and understanding to aid in job performance.
Actively listens, is compassionate to others different learning styles, and is able to facilitate learning conversations as trainers are essential to ensuring anyone has success in their role.
Assist in the evaluation of the effectiveness of training based upon formal and informal feedback from customers and end users.
Ensure that all training documentation and data is completed and that materials are delivered according to the guidelines set by our client.
Complete CSR observations to observe trends to make recommendations for changes in scripting and training.
Complete peer audits to share best practices and aid in improving peers' facilitation and knowledge skills.
Attend weekly conference calls, workgroups and meetings.
Travel may be required.
Education and Qualifications:
Bachelor’s degree or appropriate combination of education and 3-5 years customer service and training experience required. Training experience within the last 5 years.
Problem solving, and organizational skills
High degree of flexibility and ability to effectively prioritize and complete multiple tasks
Ability to work independently
Ability to work effectively in a team environment
Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence
Excellent presentation and public speaking skills
Minimum 1 year experience with delivery of classroom training or other formal presentations where that is the major job responsibility
PC Proficiency, especially focused on Outlook and Microsoft Word, Excel, and PowerPoint
Professional demeanor and attitude
About TDB
TDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.Since 1999, we have deployed thousands of employees for 70 agencies in 30 states. We’ve have proven our ability to serve the government with the highest levels of quality and productivity.
Reasonable Accommodation
If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.EEO Statement
TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.Texting Notice
Salary : $50,000 - $0
