Training Specialist

Role Purpose

Responsible developing effective learning methodologies and delivery of training curriculums. Coordinate and conduct all training initiatives using methodologies and techniques that increase revenue generation. Deliver sales, customer service, process and career development training to employees as appropriate.

Key Accountabilities

• Deliver training to new hire employees and ensure each trainee has achieved the established standards for graduation and is prepared for a successful transition to the operations.
• Deliver training and communication in the areas of revenue enhancement, customer service, applicable systems, policy and procedure, and other areas as determined by Business Processes & Training.
• Manage classroom group behavior, participation, and overall environment to promote and maintain a professional, positive, effective, interactive, and engaging learning experience.
• Serve as a supervisor / team lead for all new employees during new hire training. Responsible for monitoring employee attendance, coaching, performance and adherence to center policies. Create action plans to improve performance.
• Develop curriculum for and execute career development training for staff based on organizational need and personal development plans of employees and according to priorities set by center management.
• Ensure training room logistics, agent classroom and training curve performance, evaluation and testing.
• Ensure communication with center management on progress and status of job responsibilities and assigned special projects and provide feedback to Business Processes & Training on delivery observations.
• Facilitate in-house user acceptance testing for applicable systems and participate as needed in quality control activities which may include focus group facilitation.
• Apply analytical techniques to one or more disciplines. Select and use appropriate software to effectively analyze data. Compile and analyze information. Effectively communicate findings and recommendations to appropriate staff.
• Responsible for providing coaching, policy process in sales and revenue.

• Facilitation of role play, delivering and analyzing performance metrics.

   

Key Skills & Experiences

Education –

Associates degree or Bachelors degree in sales, training development, and/or education or an equivalent combination of education and work related experience

Experience –

1 to 3 years progressive work related experience in Sales or Contact Center training with demonstrated proficiency and understanding in one or more functions related to the position.

Technical Skills and Knowledge –

• Experience in Sales Training is a must.
• Proven sales experience or strong understanding selling techniques.
• Experience facilitating both classroom and virtual training programs.
• Strong coaching, presentation, and communication skills.
• Proficiency in Microsoft Office, learning management systems, and performance reporting tools..
• Demonstrated proficiency in MSOffice Applications and some knowledge of other systems as appropriate.
• Demonstrated proficiency in Excel.
• Demonstrated proficiency in creatively engaging an audience while delivering training content.
• Demonstrated proficiency in multiple applications and database applications.
• Demonstrates clear, concise, and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.
• Strong leadership skills and stakeholder management.
• Can work in a Hybrid work set-up, working in Operational hours.