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.
• data-teams="true">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.