Trainer

Harte-Hanks Austin, TX
Harte Hanks is a global marketing firm that specializes in helping brands win attention, build trust and earn loyalty in an ever-changing world. Experts in defining, executing and optimizing the customer journey, we create meaningful interactions that connect our clients with their customers in more powerful ways. From visionary thinking to tactical execution, we're changing the game of customer engagement - we're bringing the human back to marketing.

Overview of Job Responsibilities

As a key member of the Contact Center Training Department, you will be responsible for teaching various training programs, serving as the lead Trainer responsible for supervising all training participants, and ensuring the training materials remain accurate/up to date. Additionally, you will be responsible for being a positive role model for training participants and Training Apprentices as well as increasing your depth and breadth of knowledge in adult learning principles.

Essential Responsibilities and Deliverables

Administrative:

* Processing training- and other administrative-related paperwork

* Generating and distributing reports as requested/required

* Preparing classrooms and lessons in advance of training sessions

* Documenting training participant performance

Teaching:

* Conducting and leading new hire training and the ABAY experience

* Teaching continuing education training

* Providing training participants with written and verbal performance feedback

* Motivating training participants throughout training

* Modeling professional conduct during training to mirror expected disciplines in live production

Training Logistics:

* Collaborating with subject matter experts to ensure course material accuracy

* Modifying lessons, instructor notes, and supporting materials as requested/required

* Mastering all L2 (Trainer) competencies

* Learning all Training Department policies, practices, reporting, and administrative tasks

* Successfully completing the New Trainer Development program (if not otherwise completed)

Leadership and Supervision:

* Providing mentorship to training participants

* Building relationships with training Department personnel and stakeholders; establish rapport, trust and credibility.

* Adopting and developing a learner-centered training style of engagement, professionalism and openness.

* Supervising the work of training participants

* Conducting appropriate progressive discipline of training participants as needed

Qualifications, Knowledge, and Skills

Education:

* High school diploma or equivalent

Experience/Knowledge/Skills (minimum):

* At least 1 year prior teaching experience

* Demonstrated knowledge of learner-centered training practices

* Demonstrated subject matter expertise of relevant Contact Center training programs

* Demonstrated communication skills, both written and verbal

* Ability to foster a positive and productive work environment, with ability to lead, build teams, and motivate agents during the training period

* Ability to work in a dynamic fast paced atmosphere

* Ability to maintain confidentiality

* Demonstrate ability to communicate information and ideas clearly, and concisely, in writing and verbally

* Ability to take instructions from management and ensure follow up and follow through

* Solid understanding of computer basics (Windows Operating Systems and the Internet)

* Basic Trainer certification (or Harte Hanks' certification requirements equivalent)

Experience/Knowledge/Skills (preferred in addition to the minimum):

* 2-4 years prior teaching experience

* Experience leading others

Equal Opportunity Employer/M/F/H/V

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