Call Center Trainer
8 days ago
San Antonio
Job Description Call Center Trainer Etech | San Antonio, Texas | Onsite Position Summary The Trainer is responsible for preparing new team members to succeed in their assigned roles by delivering engaging, effective, and campaign-specific training. This position leads training classes, evaluates trainee performance, reinforces company and client expectations, and ensures team members are prepared to transition successfully into the production environment. Successful Trainers are adaptable, energetic, and committed to helping others succeed. They create an interactive learning environment that encourages critical thinking, problem-solving, accountability, and professional growth. Trainers must be comfortable adjusting training plans with little notice, responding to changing business needs, and supporting multiple campaigns as needed. This role requires a team-oriented individual who leads by example, embraces Etech’s servant leadership philosophy, and actively contributes to employee development, engagement, and retention. Financial services or banking experience is a plus, particularly for candidates with experience supporting financial products, banking operations, or financial customer service campaigns. Essential Duties and Responsibilities • Lead Engaging Training Classes: Facilitate new-hire training that prepares team members to perform their job responsibilities, understand campaign expectations, and deliver exceptional customer experiences., • Adapt to Changing Business Needs: Adjust training plans, schedules, and delivery methods as campaign requirements, client expectations, and operational priorities change. Remain flexible and available to support different campaigns as needed., • Develop Critical Thinking and Problem-Solving Skills: Challenge trainees to think independently, ask questions, evaluate situations, and identify appropriate solutions rather than simply memorize procedures., • Evaluate Trainee Performance: Assess knowledge retention, participation, skill development, and overall readiness for production. Identify knowledge gaps and adjust instruction or provide additional training as necessary., • Coach and Develop Team Members: Provide consistent, constructive feedback using established coaching techniques. Support trainees in building confidence, improving performance, and developing the skills necessary for long-term success., • Promote Employee Engagement and Retention: Create a positive, supportive training environment. Identify potential barriers to trainee success, disengagement, or attrition and recommend practical solutions to improve the employee experience., • Collaborate Across Departments: Work closely with Operations, Quality Assurance, Recruiting, other Trainers, Assistant Trainers, and leadership to support campaign goals and ensure a smooth transition from training to production., • Develop and Maintain Training Materials: Deliver existing curriculum accurately and contribute to the development or improvement of training materials, presentations, job aids, procedures, and best practices as needed., • Communicate Training Progress: Provide timely, detailed class recaps and performance reports that highlight accomplishments, attendance, knowledge gaps, trainee concerns, and areas requiring leadership support., • Demonstrate Subject Matter Expertise: Develop a thorough understanding of assigned campaigns, including products, services, systems, procedures, and performance expectations. Share knowledge and best practices with Assistant Trainers and fellow Trainers., • Model Etech’s Character Commitments: Demonstrate accountability, humility, teamwork, adaptability, and servant leadership. Lead by example and help others develop the behaviors and skills necessary for success., • Support Continuous Improvement: Identify challenges, recommend solutions, implement improvements, and share successful training practices that can benefit other campaigns and the organization., • Perform other duties as assigned. Supervisory Responsibilities Directly supervises and develops training classes of approximately 1–40 team members. Responsibilities include: • Planning, organizing, and directing classroom activities., • Establishing expectations for attendance, participation, conduct, and performance., • Monitoring and evaluating trainee progress., • Providing coaching, constructive feedback, and additional instruction., • Addressing trainee concerns and resolving classroom issues., • Recognizing accomplishments and supporting trainee development., • Maintaining appropriate documentation and communicating performance concerns to leadership., • Supporting the development of Assistant Trainers and sharing effective training practices. All supervisory responsibilities must be performed in accordance with company policies and applicable laws. Qualifications and Knowledge To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, and abilities needed for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Required Qualifications • High school diploma or equivalent., • Related work experience, training, or an equivalent combination of education and experience., • Strong verbal and written communication skills., • Ability to facilitate training, present information, and engage a group of learners., • Ability to evaluate trainee understanding and adjust instruction to address knowledge gaps., • Strong organizational, problem-solving, and multitasking skills., • Ability to provide constructive feedback and coach individuals with different learning styles., • Ability to adapt quickly to changing priorities, schedules, and campaign requirements., • Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook, or the ability to learn these tools., • Ability to establish and maintain effective working relationships across departments., • Willingness to support different campaigns and work schedules as business needs require. Preferred Qualifications • Previous experience as a call center Trainer, Assistant Trainer, Team Lead, Supervisor, or Coach., • Experience in a sales, customer service, or contact center environment., • Financial services or banking experience, including retail banking, consumer lending, credit cards, payments, or financial customer support., • Experience training employees on campaign-specific products, systems, procedures, and performance standards., • Experience preparing training reports, analyzing performance results, and recommending process improvements., • Experience developing training materials, job aids, or curriculum. Knowledge, Skills, and Abilities • Training and Facilitation: Ability to deliver organized, engaging instruction that promotes knowledge retention and practical application., • Leadership: Ability to take ownership of a training class while remaining approachable, humble, and receptive to feedback., • Coaching: Ability to identify individual development needs and provide meaningful, actionable feedback., • Communication: Ability to present information clearly, write professional reports, and communicate effectively with employees and leadership., • Adaptability: Ability to change direction quickly while maintaining a positive, solutions-focused attitude., • Analytical Thinking: Ability to assess performance information, recognize trends, and identify opportunities for improvement., • Collaboration: Ability to support team goals, share expertise, and build effective relationships across departments., • Accountability: Ability to take ownership of results, acknowledge mistakes, and follow through on commitments., • Retention and Engagement: Ability to foster a positive learning environment and identify concerns that may affect employee success or retention. Education and Experience A high school diploma or equivalent is required. A degree from an accredited college or university is preferred. Relevant professional experience, training experience, or an equivalent combination of education and experience will be considered. Language Skills Ability to read, analyze, and interpret common business documents, training materials, policies, procedures, and campaign instructions. Ability to respond professionally to questions and concerns from trainees, customers, leadership, and business partners. Ability to prepare written reports, class recaps, and training materials and effectively present information to individuals and groups. Mathematical Skills Ability to perform basic mathematical calculations involving percentages, proportions, discounts, commissions, and other campaign-related figures as applicable. Ability to interpret performance data and communicate relevant results accurately. Reasoning Ability Ability to solve practical problems, adapt to changing circumstances, interpret written and verbal instructions, and make appropriate decisions when standard procedures do not address a situation. Ability to recognize when additional guidance or escalation is necessary. Certificates, Licenses, and Registrations Valid driver's license or government-issued photo identification. Physical Demands The physical demands described here are representative of those required to perform the essential functions of the position. Reasonable accommodations may be made for individuals with disabilities. The employee is regularly required to communicate verbally and listen, sit for extended periods, and use hands to operate a computer and other office equipment. Occasional reaching and lifting or moving items weighing up to 10 pounds may be required. Close vision is necessary for computer work and reviewing training materials. Work Environment This position works onsite in a call center and training environment. The noise level is typically moderate. The role requires frequent interaction with trainees, peers, and leadership and the ability to maintain an effective learning environment in a fast-paced operational setting. Schedule and Availability • Work location: San Antonio, Texas., • Work arrangement: In person., • Day, evening, night, or overnight shift availability may be required depending on campaign needs., • Must be flexible and available to support different campaigns and training schedules as business needs change. Benefits Eligible employees may have access to the following benefits, subject to applicable plan terms and eligibility requirements: • 401(k) matching, • Dental insurance, • Employee assistance program, • Health insurance, • Life insurance, • Paid time off, • Professional development assistance, • Employee referral program, • Tuition reimbursement, • Vision insurance Etech is an equal opportunity employer and provides reasonable accommodations in accordance with applicable laws. One recommendation before posting: I would list a bachelor's degree as preferred, not required, since your source information allows equivalent experience and training. This keeps the posting aligned with the original role and expands the pool of qualified candidates with hands-on call center leadership and training experience. \nCompany Description Etech's Vision To make a remarkable difference for our people, our customers and within our communities. Etech's Mission Etech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share. Our Character Commitments Etech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do. Integrity Valuing People Teamwork Accountability Communication Vision Adaptability Humility Creativity Teachability Positive Influence Courage Etech's Vision\r\n\r\nTo make a remarkable difference for our people, our customers and within our communities.\r\n\r\nEtech's Mission\r\nEtech is a servant leader organization providing superior customer experiences and innovative solutions which enable our clients to build stronger brands, strengthen customer relationships, and gain market share.\r\n\r\nOur Character Commitments\r\n\r\nEtech's success can be attributed to these 12 character commitments. They are the very foundation of the company. Each employee in the organization, regardless of position, is trained and strives to exemplify these characteristics in everything they do.\r\n\r\nIntegrity\r\nValuing People\r\nTeamwork\r\nAccountability\r\nCommunication\r\nVision\r\nAdaptability\r\nHumility\r\nCreativity\r\nTeachability\r\nPositive Influence\r\nCourage