This is a limited-service position, the duration determined by the needs of program, and the contact center hours of operation will vary by location but generally are: 6:00 AM to 12:00 AM EST., Sunday through Saturday (7 days a week).
Location: Chester, VA
Pay and Benefits:
Base rate: $ 23.00 hourly
Medical, Dental, and Vision benefits available the first of the month after 30 days of employment
401(k) available with company match after six months of employment
Paid holidays
Accrue up to 80 hours of PTO (paid time off)

Duties and Responsibilities

• Facilitate training to ensure consistent and complete understanding of the program while adapting instruction to meet the diverse needs of adult learners.
• Secure and set up the training classroom and/or plan virtual training events.
• Prepare training resources, agendas, and curriculum materials.
• Deliver training to all levels of staff, adapting activities and exercises based on the training curriculum needs.
• Conduct regular training activities to ensure compliance with company projects, policies, and laws.
• Monitor the progress of trainees during training, providing coaching and mentoring for improvement.
• Identify performance gaps, their causes, and provide solutions to the Training Delivery team.
• Provide coaching and feedback on job performance and quality assurance to employees after training.
• Research and answer inquiries from Contact Center personnel to improve knowledge and aid in job performance.
• Actively listen and be compassionate to different learning styles, facilitating learning conversations to ensure success in roles.
• Assist in the evaluation of the effectiveness of training based on formal and informal feedback from customers and end users.
• Distribute and analyze training feedback surveys to gather insights for improvement.
• Monitor employees' post-training performance and provide ongoing support as needed.
• Complete CSR observations to identify trends and make recommendations for changes in scripting and training.
• Complete peer audits to share best practices and contribute to improving facilitation and knowledge skills.
• Communicate consistently with management regarding attendance, behavior, or other issues.
• Hold refresher sessions as needed to reinforce training concepts.
• Have a high degree of flexibility to adapt to changing needs and requirements.
• Assist other departments during periods of high activity.
• Attend weekly conference calls, workgroups, and meetings.
• Travel may be required.

Education and Qualifications:

• Bachelor’s degree or appropriate combination of education and 3-5 years customer service and training experience required. Training experience within the last 5 years.
• Problem solving, and organizational skills.
• High degree of flexibility and ability to effectively prioritize and complete multiple tasks.
• Ability to work independently.
• Ability to work effectively in a team environment.
• Ability to effectively communicate with multiple levels within the organization by phone, in person, or through written correspondence.
• Excellent presentation and public speaking skills
• Minimum 1 year experience with delivery of classroom training or other formal presentations where that is the major job responsibility.
• PC Proficiency, especially focused on Outlook and Microsoft Word, Excel, and PowerPoint
• Professional demeanor and attitude

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 over 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 addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.