Training Specialist

Tri Source de Mexico, one of the fastest-growing outsourcing companies worldwide with Contact Center operations throughout the US, Mexico, and Latin America and world headquarters in Valencia, CA, is seeking a highly motivated and experienced individual to join our team as a Training Specialist. If you are passionate about teaching, have a proven track record in delivering results and thrive in a fast-paced environment, we want to hear from you

As a Training Specialist you will provide support in developing, delivering, managing, and maintaining training programs. You will develop and mentor the new hires in best practices used to support our clients. You will communicate effectively in English with diverse audiences both in writing and verbally and deliver various required reports to key stakeholders. Our Training Specialists, manage attendance and behavior in class to a professional level at all times.

**Essential Duties and Responsibilities**:

- Supports new hire induction and/or client training programs with excellence. Specifically, supports lead trainer by managing class attendance and associated reporting, troubleshoot system and equipment issues, troubleshoot and resolve login credential issues, address any and all behavior issues, and deliver required reporting for classes.
- Facilitate training for parts of New Hire training and/or induction with excellence.
- Support training material updates to ensure Induction materials are current at all times, through periodic reviews of content, notified changes, or internal department requests.
- Maintain product knowledge, processes, and documentation is current and updated. Provide real information and valid scenarios to classes, for skill practice, calibrations, and monitoring.
- Communicate with diverse audiences (e.g., employees, management, other sites,) to provide information and clarification regarding training programs, actions, policies, procedures and best practices.
- Evaluate the performance of agents using tools available such as assessments, observations, and provide recommendations under the guidance of the Training Manager.
- In partnership with Trainers deliver required reporting to Recruiting and Project/Operations Managers assessing each new hires performance during training so he/she can continue to have the proper support in operations. Update contact center agent's History, training hours, and training courses received through the registration after finishing each training class.
- Set up and maintain training facilities and related training materials.
- Monitors progress of new team members by coaching and developing for improvement and providing on-the-job training as needed.
- To manage class participants attendance and behavior (late, tardy, time off requests, & behavior issues) of the contact center agents in training, through new hire engagement and daily documentation in required training records.
- Manages change through effective communication support of change.
- Accepts change by demonstrating a positive attitude when change occurs.
- Keep track of daily attendance and punctuality on each new hire.
- Relay attendance issues or behavioral issues to the training manager daily, including completion and delivery of documentation.
- Maintain positive, consistent and effective communication.
- Support & Monitor progress of new team members in a ‘nesting’ or ‘OJT’ environment - assisting with coaching and development of employees.
- Respond appropriately to learner needs (clarification, examples, feedback, coaching & listening).

**Skills & Abilities**:

- Fun - Friendly & Energetic. Has the personality and hustle to be engaging and deliver results for our clients.
- Speed - Deadline oriented and able to thrive in an ever changing, entrepreneurial environment.
- Creative Problem Solving - Strong analytical and critical thinking skills with a focus on data based strategies.
- Communication - Expert level - both written and verbal - clear communication with teammates across all departments
- Assertiveness - Ability to challenge and influence your team to deliver results with a sense of urgency.
- Integrity - Leads with strong professional attitude, accountability and ethics.
- Language - English proficiency required.

**Requirements**:

- High school diploma or general education degree (GED) required.
- Fully bilingual in English and Spanish.
- Demonstrates exceptional leadership, and coaching/mentoring skills.
- Excellent verbal and written communication skills.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook).
- Strong English communication skills both verbal and written.
- Ability to work a flexible full time schedule 50+ hours per week meeting training class needs. Schedule times may vary to meet training needs and trainers are expected to be present a minimum of 30 minutes prior to and after class begins and ends.
- Results oriented with ability to manage change while creating a positive environment.
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