Job Description
Learning & Development Trainer, Athens
Bringing smiles is what we do at TTEC for you and the customer. As a Learning and Development
Trainer working onsite in Athens, youll be a part of creating and delivering amazing customer
experiences while you also #experienceTTEC, an award-winning employment experience and company
culture.
Were looking for an experienced and dynamic L&D Trainer who is passionate about teaching others and
helping them to succeed. The ideal candidate will have experience working in a contact center
environment and be able to effectively train others on the various systems and processes used.
To ensure success as an L&D Trainer, you should have excellent knowledge of customer contact
procedures and expertise in quality assurance. Ultimately, you should have a first class teaching and
communication skills, and deliver effective teaching with a friendly and approachable style.
What Youll be Doing
Do you have a passion for supporting learning and development? Ready to help people go above and
beyond to deliver amazing customer experience? In this role, youll create and maintain instructor
guides, training decks, training admin materials for new hires and existing team members training across
all customer types and vendor locations. Youll review training materials and content to confirm that
they are up-to-date and consistent.
Youll report to the Ops Manager. Youll impact learners by supporting training programs.
During a Typical Day, Youll be
Develop Customer Enablement education materials, such as digital presentations, how-to
manuals, and instructional videos.
Prepare procedures and policies regarding customer success and enablementtechniques.
Become an expert in products and processes being designed and delivered for training
Schedule and conducting training sessions on various product and customer handling process
topics to prepare and support team members through virtual and in-person sessions
Train new and experienced team members on new or updated product and Customer
Enablement procedures to enhance overall performance.
Observe the daily operations of Customer Enablement and identify any areas of improvement.
Liaise with Managers to deliver side by side or classroom coaching (virtual or in-person)
Measure the effectiveness of training sessions and preparing individual or team progress
reports.
Collaborate with the Quality Assurance analyst(s) and Leadership to ensure teams product and
process knowledge are maintained and improved.
Carry out audits to identify gaps in training and/or content and to implement improvements to
materials or schedule.
Work collaboratively with Business partners to ensure all product, process and procedural
material is up to date and maintained through consistent change
Shadow New hire and existing team member activities to gather feedback and measure the
success of training activities.
What You Bring to the Role
At least 2 years experience working as a Learning and Development Trainer and/or Instructional
Design and Delivery
Excellent knowledge of customer success methodologies and practice
Professional aptitude in Learning and Development ability
Strong leadership and mentoring capabilities
Excellent communication, interpersonal, and conflict resolution skills.
High Emotional Intelligence
Must be able to work independently and high project management skills
Provide engaging and unique group training sessions.
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint),
Oracle, Kronos, Kronos or ability to learn technology quickly.
Excellent presentation skills (oral and written), as well as the ability to motivate, teach and
inspire the team to learn and grow knowledge.
Ability to develop training and methodology programs that are unique to the organizations
goals, values, and mission statement.
What You Can Expect
Supportive of your career and professional development
An inclusive culture and community minded organization where giving back is encouraged
A global team of curious lifelong learners guided by our company values
Ask us about our paid time off (PTO) and wellness and healthcare benefits
Visit www.mybenefits.ttec.com for more information.
About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies
build engaged, pleased, profitable customer experiences powered by our combination of humanity and
technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message,
text, and video chat with millions of customers every day. These exceptional customer experiences start
with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to
building a diverse and inclusive workforce that respects and empowers the cultures and perspectives
within our global teams. We aim to reflect the communities we serve, by not only delivering amazing
service and technology, but also humanity. We make it a point to make sure all our employees feel
valued, belonging, and comfortable being their authentic selves at work. As a global company, we know
diversity is our strength because it enables us to view things from different vantage points and for you
to bring value to the table in your own unique way.