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Sales and Marketing Operations: SS0 Implementation Trainer

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Our client's Sales and Marketing Operations seeks a contract resource for the role of Trainer/Coach to join their dynamic and growing Sales Call Center team. The individual must have an understanding of call center work to support day-to-day operational needs. This training role will be a part of a comprehensive Sales Behavior and Customer Experience transformation for a call center. This role will function as a change agent, and coach for center team leads. The training curriculum focuses on a behavioral and cultural transformation of the Sales and Sales Support experience and processes.

Responsibilities:
• Manage the roll-out of inbound call center training programs, utilizing a train-the-trainer approach with each partner and their individual site managers and trainers
• Serve as subject matter expert and content owner of assigned training queues
• Evaluate trainer and trainee performance, making necessary changes to increase performance of the various sales center training organizations
• Cultivate trainers/team managers and develop facilitation skills along with other on the job and classroom skills
• Provide sales expertise
• Facilitate training organization leadership development
• Share resources and talent among the entire training organization
• Educate new and frontline managers in management techniques, using proven methods of coaching to success
• Establish strong relationships with all levels of sales center site leadership
• Coordinate training sessions and projects
• Ensure an environment ideal for learning with a diverse group
• Maintain an online training calendar to maximize the effective use of training resources and to ensure the Sales & Marketing Operations team has clear visibility into your training schedule
• Support the creation of Communication materials used by front-line agents
• Work closely with Quality Assurance to determine how both Training and Communication materials are impacting the business

Core Qualifications:
• Bachelor’s Degree in a related field or equivalent work experience
• Passionate and innovative professional with a proven track record of success; an action-oriented, strategic and creative thinker who can focus on detailed implementation and execution
• A minimum of 3 years large-scale call center operations experience, focusing on training and leadership development
• Relevant training certifications
• Outstanding organizational and time management skills and the proven ability to work successfully and independently in a dynamic environment
• Ability to effectively operate within diverse and cross-functional groups
• Strong problem solving and analytical skills, including a qualitative and quantitative skill set
• Demonstrated success in managing large and small teams alike
• Demonstrated aptitude for analyzing complex issues and developing the appropriate solutions
• Excellent communication skills, including ability to tailor communication to audience, develop and present cogent and cohesive perspectives
• Proficiency in standard MS Office applications (Word, Excel and PowerPoint and Visio), and utilizing a SharePoint portal to communicate updates and store project documentation
• 100% Travel will be required

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