Trainer / Team Lead Hybrid Service Delivety
Trainer / Team Lead Hybrid
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Trainer / Team Lead Hybrid working on site in Mexico City, you’ll be a part of bringing humanity to business. #experienceTTEC
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Mexico says it all!
What You’ll be doing as a Trainer/Team Lead Hybrid
Do you have a passion to train and guide others towards best practices? Do you love helping set someone up for success? In this role, you’ll support and actively engage new hires in a training environment to develop their knowledge of our values, employee workspaces, time keeping apps, and training on client products and procedures. You’ll work to make sure each employee is set up for success as they start their new role by teaching, testing, and monitoring absence and attendance throughout the training process.
Do you love leading? Looking for an opportunity to learn more about the industry and gain direct management experience? You'll motivate your team to make sure they're on track to meet both TTEC and client metric performance goals. You'll answer associate's questions, listen to, and guide them to resolve issues, and handle customer escalations while ensuring quality customer experience on every interaction as you're the first-line manager for your team.
You’ll report to the Manager of L&D. We’re looking for a Trainer/Team Lead Hybrid to welcome and excite new hires as they start their new careers.
During a Typical Day
In this position, it will be your responsibility to engage and develop each member of your team so that they can achieve their full potential. You'll also be directly accountable for associate attrition and employee satisfaction. Plus, you'll be responsible for monitoring absence and attendance for your team. You'll be expected to manage to operational protocol by keeping management apprised to real-time situations and be responsible for frequently taking escalated or complex calls from customers and you'll be expected to adhere to all company policies and procedures. You'll also be responsible for partnering with the Quality department to ensure the achievement of company and client quality goals, training agents on new or revised information relating to the services, products, or processes of the project.
What You Bring to the Role
· Minimum of one-year experience working in a call center environment with knowledge of metrics and improvement methods
· Sales experience or experience coaching to sales quotas with Open Enrollment
· Experience training adult learners in a classroom setting
· Experience leading a group of 15 or more
· Computer savvy
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.
Unidade/Divisão Cidade do México, México
Job Requisition 03WF9