Trainer

Harte Hanks (NASDAQ: HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers. Using its unparalleled resources and award-winning talent in the areas of Customer Care, Inside Sales, Fulfillment and Logistics, and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands including Bank of America, GlaxoSmithKline, Unilever, Pfizer, HBOMax, Volvo, Ford, FedEx, Midea, Sony, and IBM among others. Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the Americas, Europe and Asia Pacific.

Overview of Job Responsibilities

In collaboration with key stakeholders, Trainers are responsible for leading the continuing development of training program(s) for the Contact Center. This includes the ability to manage and lead a team of agents that support various lines in support of the client or contact center. Ultimate measures of performance will be new hire agent graduation rates and quality averages.

Essential Functions & Responsibilities:

• Design and deliver onboarding, new hire, and continuous learning programs.
• Facilitate training sessions both in classroom and virtual set up depending on the need all while promoting an active and engaged learning environment throughout the channel.
• Monitor trainee progress through assessments, role plays, simulations, performance metrics, and learner feedback.
• Provide coaching, evaluate training effectiveness, and recommend improvements to address identified learning gaps.
• Track and report training attendance, completion rates, certification results, and training effectiveness. Ensure timely submission of training documentation and performance reports.
• Deliver process, product, system, and compliance training including, but not limited to, cross skilling, upskilling, update and soft skills training.
• Develop, update, and maintain training materials, presentations, job aids, and assessments. Collaborate with Operations, Quality Assurance, and Subject Matter Experts to ensure training content remains accurate and up to date.
• Partner with Operations, Quality, and leadership teams to identify performance gaps, assess training needs, analyze operational trends, and recommend targeted learning solutions.
• Design, coordinate, deliver, and support training initiatives aligned to business objectives through post-training coaching, reinforcement, and performance improvement activities.
• Support transition activities and nesting programs to help new employees achieve performance targets.
• Ensure continuous compliance with company policies, client requirements, and applicable regulations.
• Represent Training in calibration sessions, client meetings, and business initiatives while partnering with Operations, Quality Assurance, Workforce Management, and other stakeholders to drive performance improvement, employee engagement, and customer satisfaction.
• Flexibility in work hours and adapting to training settings (remote/in person) will be required to accommodate business needs and deadlines.
• May require travel.

Required Experience, Skills & Education:

Experience and Education

• 2-3 years of training, facilitation, and learning and development experience within a BPO, customer service, technical support, sales, or contact center environment.
• Experience designing, developing, and delivering instructor-led, virtual, blended learning programs, including curriculum development and training content creation.
• Skill in assessing training effectiveness through coaching, performance metrics, knowledge assessments, and learner feedback.

Technical Skills

• Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, Outlook, and other business productivity tools.
• Knowledge in analyzing and resolving system, application, PC, network-related issues and operational issues to support training and knowledge transfer.
• Experience using CRM platforms, Learning Management Systems (LMS), knowledge bases, virtual training technologies, and digital collaboration tools.
• Familiarity with AI Course/Content Authoring Tools is an advantage.

Training and Business Competencies

• Strong facilitation, presentation, coaching, communication, and classroom management skills.
• Quickly acquires subject matter expertise and translates complex product, process, and system information into engaging learner-focused training solutions.
• Strong understanding of customer service, technical support, contact center operations, and quality, compliance, and performance standards.
• Experience in supporting international clients, markets, or accounts with the ability to adapt quickly to changing business and regional requirements.
• Introduce, implement, and sustain innovative training methodologies and learning techniques.
• Experience supporting operational change initiatives, product launches, and system implementations is an advantage.

Core Competencies

• Strong verbal, written, and interpersonal communication skills with the ability to engage audiences and build effective relationships at all organizational levels.
• Effective coaching, mentoring, and performance feedback skills.
• Strong organizational and time management skills with the ability to prioritize multiple initiatives while maintaining accuracy and delivering results.
• Analytical and critical thinking skills who can exercise sound judgement and make informed decisions.
• Ability to work independently and collaboratively across onsite and virtual teams.
• Adaptable, resilient, and able to perform effectively in rapidly changing and high-demand environments.
• Results-oriented, resourceful, and committed to continuous improvement through innovative problem solving and creative solutions.

What We Offer

• Group Health and Wellness (Medical, Dental, and Vision) 
• Health Savings Account (HSA) 
• Educational Assistance 
• Voluntary plans, including critical illness, accident, and hospitalization 
• 401k plan with Company Match and Roth contributions | Immediate vesting 
• Pet Insurance, free legal services, employee discount programs, and more…. 

In alignment with our core values to be inclusive and meaningful change for the better of our team, Harte Hanks is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer.