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Call Center Trainer 20250224

TDB Communications Inc.
United States, D.C., Washington
Feb 24, 2025
Job Description: Call Center Trainer We are looking for a Call Center Trainer who will be responsible for facilitating classroom training (onsite). This trainer will support the design, development, and distribution of training programs and materials. The role includes partnering with department heads and human resource personnel to determine training needs, implementing training programs into company procedures, and reviewing data from the training programs to determine success in each project or particular skill need. Start Date: Mid to Late March 2025 Location: 1111 19th St, NW, 10th Floor, Washington, DC 20036 Salary: $37.44/Hour Hours: Hours of Operation: 7:45 AM -5:00 PM, Eastern Time, Monday - Friday. Candidate must be able to work any assigned 8-hour shift between these hours. As the Trainer you will: Demonstrate success in a training or classroom setting sensitively dealing with a variety of learning styles while engaging the audience. Plan, develop and organize training sessions, and deliver instructor led training programs as needed to achieve business outcomes and effective transfer of learning in the workplace. Supervise and report on the progress of trainees and personnel during training periods, nesting and while in production. Develop, distribute, and evaluate training via surveys or various feedback channels. Develop a means of measuring the effectiveness of training programs developed or administered through evaluation, testing, and assessment of program outcomes. Facilitate learning labs and skill-building activities with teams that have been identified as low performers. Develop and facilitate refresher training for all levels of staff, as needed, in regard to performance and quality metrics. Conduct support staff training for managers, supervisors and other leadership staff as needed. Foster open communication with supervisory team and actively strive to develop strong working relationships with all personnel. Provide technical expertise and training for alternate channels, such as WorkSpaces, Teams, Telephony Systems, Email, and Written Correspondence. Develop, create and/or edit training materials including standard operating procedures (SOPs), PowerPoint, video recordings, and other written documents while adhering to client guidelines. Qualifications & Experience: College degree preferred with a minimum of 1 year of training experience or 3-5 years' experience as a Subject Matter Expert. Experience within the last 5 years. Strong proficiency in Microsoft Word, Excel, PowerPoint, and Office 365 Suite. Excellent writing skills. Expected Skills: Excellent Presentation and Public speaking skills Strong collaborative nature and communication skills to work effectively with peers, SMEs, and other business partners. Ability to make decisions independently while still adhering to established protocols to complete work assignments and give suggestions for improving work procedures, policies, and practices. Ability to be flexible, organized, and manage time, while working on multiple tasks and projects. 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 We communicate with applicants by text in additional to email and phone. 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