14 West

Training Associate

Job ID 2020-2981
Job Locations
US-MD-Hunt Valley
Training & Development


TCC Logo


Do you want to work for an organization that truly values its employees? A place that describes itself as a “people company”, where passion and commitment to employees can be seen through their actions and initiatives?  


If you answered yes, read on…


Located in Hunt Valley, MD, TCC, LLC, is a dynamic contact center focused on providing superior customer service support and building strategic partnerships with our clients. Our clients are world-wide, ever-changing, and always introducing new products and ideas to the marketplace. We take pride in our ability to embrace change and eagerly adapt to meet the needs of our clients.


We are dedicated to delivering superior customer service via multiple channels such as inbound calls, collections, correspondence emails, and providing click to chat services to multiple clients. And as much as we’re dedicated to our clients, we’re dedicated to our employees. If you’re looking to be challenged and build a long-standing career within a rapidly growing company, this is the place for you!


We’re currently seeking a Training Associate whose main responsibility is to ensure delivery of onboarding training programs and continuous needs based trainings, with a particular emphasis on pre & post training activities. This role will also include conducting training needs analyses, agent development support, and progression reporting. 


  • Deliver & maintain a comprehensive, appropriate onboarding process for our new employees.
  • Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, marketers, customer service agents, and more!
  • Evaluate training effectiveness, delivery options and feedback to optimize training effectiveness and improve performance.
  • Offer custom training sessions based on job role to help employees maintain or improve job skills.
  • Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or presentations.
  • Recommend curriculum or training process modifications to training management, based on internal and customer feedback.
  • Work closely with the course developers to develop and maintain training documents and schedules, keep materials current and aligned with role requirements.
  • Support operations as required on a business needs basis


  • At least 1 years’ experience in a similar training role, call-center experience preferred
  • Training certification from an accredited organization  
  • Excellent communication (written and verbal) and consultative skills with the ability to present to diverse audiences.
  • Proven project management skills with the ability to prioritize in a fast-paced environment.
  • Ability to present complex information to a variety of audiences
  • Maintain a high level of energy and innovation when facilitating a class.
  • Flexibility of shift/roster/hours required
  • Proficiency in Microsoft Office products: Word, Outlook, PowerPoint, Excel & Visio.
  • Knowledge of call-center environment and its principles and methods is preferred.



  • Experience in collaborating on and delivering high-quality learning solutions.
  • You are a resourceful and active learner and continually demonstrate that ability and drive.
  • You have a deep understanding of how end-users use our applications and can easily demonstrate with minimal preparation.
  • You are able to adapt and quickly learn new technology applications


About TCC

TCC, LLC is a contact center in a class of its own. Conceived out of discontent with a historically stoic industry, TCC has been able to transform the consumer response to Customer Service by investing in people. TCC takes pride in its unique approach to support services which blends experience, knowledge and ability with an unparalleled level of agility. Always eager to rise to the demands of an ever-changing and evolving portfolio of clients around the world, TCC cultivates an environment of creativity, drive, and a passion for people.


TCC is a people company. And just as its clients can count on exceptional dedication to the welfare of their customers, TCC employees can count on the company’s dedication to their career development and fulfillment. Learn more about TCC at TCCMaryland.com.


TCC is an Equal Opportunity Employer and complies with all applicable Federal, State and local employment laws. No question in this Application is intended to elicit information in violation of any such law, nor will any information obtained in response to any question be used in violation of any such law. Applicants with disabilities who require a reasonable accommodation to participate in the application and/or interview process may contact us at here@14west.us to arrange for such accommodation.



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