Contact Center Trainer

Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men's Wearhouse, Jos. A. Bank, Men's Wearhouse and Tux, and K&G Fashion. Our Canadian stores are operated under the brand name of Moores in ten provinces. Our purpose is to help our customers love how they look for moments that matter. We accomplish this by providing a personal, convenient, one-of-a-kind shopping experience with compelling products and world-class service. We help fulfill this mission by providing our employees with an engaging and inclusive workplace focused on teamwork, growth and respect. If you want to make a difference, be part of a great team and grow, you might be a perfect fit.

About the Job

We currently have an exciting opportunity for a Trainer on our Tailored Customer Solutions team. This role is responsible for training consultants who work remotely and to ensure they are equipped to deliver high-quality customer experience. In addition, this position also supports the use of AI-enabled tools for select tasks that improve efficiency, training support, and overall team effectiveness. The ideal candidate should have a training background in a retail or customer focused field. This is an office role and reports to the Manager of Employee Engagement.

Key Accountabilities

• Create and facilitate new hire and ongoing developmental or department training for remote employees, utilizing current and new presentations and tools.
• Develop and maintain quality working relationships by collaborating with consultants, trainers, and Contact Center employees
• Conduct side-by-side coaching and call reviews to reinforce service standards, call handling, and policy compliance.
• Monitor training effectiveness by tracking learner progress, quiz scores, nesting performance, and post-training readiness.
• Partner with cross functional business partners to support onboarding, refresher training, and targeted upskilling initiatives.
• Manage and maintain department files and training resources to keep information organized and updated as needed.
• Update training materials and job aids to reflect process changes, system updates, and business priorities.
• Maintain training records and attendance documentation within the LMS and other departmental systems.
• Additional duties as assigned

Skills, Abilities, Experience & Qualifications

• 5+ years of training in a call center environment
• Associate or bachelor's degree in education, Corporate Training or related field
• Tailored Brands store experience a plus
• A dynamic speaker capable of captivating an audience
• Excellent oral, written and interpersonal communication skills
• Experience training or supporting remote employees in a virtual environment preferred
• Experience utilizing Learning Management System, Docebo
• Ability to prioritize and organize work-related tasks and special projects in a fast-paced environment by handling multiple tasks simultaneously
• Proficient in Microsoft Office products including PowerPoint, Excel, Outlook, and Word

Work Environment, Physical & Mental Demands

• Ability to sit and work at a computer keyboard for extended periods of time
• Ability to stoop, kneel, bend at the waist, and reach daily
• Able to lift and move up to 25 pounds occasionally
• Must utilize visual acuity, speech and hearing, hand and eye coordination, and manual dexterity necessary to operate a computer and office equipment
• Hours regularly 40 hours per week, from our Houston Corporate office location

Please note that you do not need to qualify for all requirements to be considered. We encourage you to apply if you can meet most of the requirements and are comfortable opening a dialog to be considered.

Benefits

This role is eligible for healthcare including medical, dental and vision, retirement savings (401k with a company match), income protection programs such as life, accident and disability insurance, paid time off for sick leave, vacation, bereavement, jury duty, and holidays, wellbeing program, commuter, adoption assistance, education assistance, legal services, and employee merchandise discounts. For more detailed information go to mytbtotalrewards.com.

Work-Life Balance

We understand the demands of work, school, family, and personal responsibilities. Through our work-life resources and programs we offer services for every stage of life to help you manage the day-to-day needs. We offer programs such as:

• Meeting-Free Fridays (encouraged) | so you can catch up on work and self-development.
• Summer Fridays | from Memorial Day to Labor Day so you can enjoy a head-start to the weekend
• Holiday Early Departure | close out early the business day before a company observed holiday.

Note: 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 and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.