Trainer - Customer Care

Company: Alliance Data card services ( Learn More )

General Information
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Job Description Description

Job SummaryThe Trainer contributes to the continuous improvement of learning and development through the implementation of learning and performance solutions within Retail Services Customer Care Center Operations. The Trainer is responsible for conducting training initiatives within a Customer Care Center. This role supervises new hires during multi-week training events and is responsible for assimilating and onboarding new and existing talent within the Customer Care Center. The end result develops talent that embodies the Alliance Data Leadership Competencies, core company values and achieves customer experience targets.   
Essential Job Functions Training Delivery – The Trainer facilitates engaging training initiatives to ensure talent meets or exceeds key performance targets within the Customer Care Center, including but not limited to delivering successful onboarding experiences, continuing education training, soft skills training, virtual classroom training, and using alternative training technologies (i.e., Qwizdom, etc.). The Trainer prepares for training delivery and delivers various learning methodologies to ensure effective and consistent delivery. The Trainer varies delivery style to fit the audience and builds learner engagement and motivation through adult learning principles. The Trainer manages the learning environment and provides constructive feedback to training participants while ensuring learning outcomes are met. The Trainer will participate in the design, creation and development of training solutions to meet business needs. As a Subject Matter Expert, the Trainer will provide recommendations regarding the most appropriate strategies, methodologies and technologies to maximize the learning experience and to aid in the creation of classroom curriculum, online courses, job aids and learning materials.
Associate Supervision and Development – The Trainer will lead, supervise and motivate new hire associates during new hire training. The Trainer will coach and provide actionable performance and behavioral feedback to new hire associates, up to and including administering corrective action, timely documentation of performance and progressive discipline. The Trainer will establish goals and set expectations related to performance and hold associates accountable for outcomes. The Trainer will use an interactive coaching approach to help associates develop and produce desired results. The Trainer will create timely action plans to assist associates in meeting performance goals and expectations.
Training Acumen – The Trainer will assist with key initiatives and projects within the Customer Care Education and Development team. This will include leading projects, participating on project teams or piloting new learning methods and workshops. When working on projects or piloting new workshops, the Trainer will be responsible to analyze and measure effectiveness to determine if the desired result was achieved. The Trainer will work with local and global peers to determine and create training and development best practices related to changes in the training industry.
Training Evaluation – The Trainer will monitor the impact of learning solutions to ensure their effectiveness within new hire and post new hire training. The Trainer will gather data to identify the impact of learning and performance solutions and leverage data to provide recommendations for improvements. Using tracking and data collection tools, the Trainer will analyze and track associate performance 30/60/90 days out of new hire training to ensure performance expectations are met. The Trainer will provide support of the new hire training transition process and in conjunction with the Senior Trainer will be responsible for identifying knowledge gaps in new hire associates. The Trainer will ensure the learning objectives are met and integrates appropriate performance support and assessment techniques to check associate understanding and to ensure skill and/or knowledge acquisition, on the job application and intended business results are met.
  • Bachelor’s degree in Training & Development, Organization Development, Education, Human Resources Development, Business Management or equivalent experience.
  • MHI Global Certification preferred 
  • 2 to 4 years of the following:
  • Customer care center experience
  • Lead and conduct multi-week training classes with little supervision
  • Lead, engage and motivate a class of new hires or existing associates
  • Classroom training and facilitation
  • Learn and relate complex technical content in the retail credit industry and convey this information using adult learning theory to non-technical audiences
  • Supervise a team of new hires during multi-week training events and provide direct feedback on performance and behaviors
  • Administering corrective actions related to performance and behaviors
  • Lead and motivate individuals in a group setting
  • Interact with multiple levels across departments
  • Represent the training department at meeting and other functions inside and outside of the training class
  • Assessing and developing training programs
  • Providing feedback and coaching in classroom and on the job environments
  • Qualifications

    Alliance Data card services

    Alliance Data is a leading global provider of tailored marketing and loyalty solutions, delivered through branded credit programs that drive more profitable relationships between our brand partners and their cardmembers. We offer private label, co-brand, and commercial products to many of the world's most recognizable brands. We uphold our Know more. Sell more.® promise by leveraging unmatched customer insights, advanced analytics, and broad-reaching innovative capabilities. It's how we deliver increased sales to our partners, build enduring loyalty to their brands, and provide more value to our cardmembers.

  • Alliance Data offers a competitive salary and a comprehensive selection of benefit options including 401(k).
  • Alliance Data will consider for employment qualified applicants with criminal and credit histories in a manner consistent with all applicable laws. 
  • Alliance Data is an Equal Employment Opportunity employer.
  • Alliance Data participates in E-Verify.
  • To learn more, visit

    Job Requirements