Assistant Training Manager - Sales

Development, implementation and improvement of contact center day-to-day Training operations for Sales accounts. Develop and maintain adequate staff and training material

PURPOSE OF POSITION

Development, implementation and improvement of contact center day-to-day Training operations for Sales accounts. Develop and maintain adequate staff and training material.  Assess training needs of various sales projects.  Manage and develop all training functions including staff to ensure the success of early life agents through our sales programs

PRIMARY DUTIES, RESPONSIBILITIES AND REQUIREMENTS (may perform other duties as requested not addressed in this document)

• Develop a needs assessment process and create an instructional design process with appropriate delivery methods and post-training evaluations in alignment with Best T&D standards.
• Conduct training needs assessments and oversee the training function in alignment with Best T&D standards.
• Develop, compose and compile training materials and other training aids such as equipment and visual aids
• Development of courses to include customer service, sales and collection material compliant with Best T&D.
• Maintain liaison efforts with client to ensure all deadlines and expectations surrounding reporting and training events are met or exceeded.
• Manage, lead, motivate and develop training team members in alignment with Best T&D standards.
• Write performance evaluations of training staff
• Coordinate efforts to ensure the full utilization of all site training facilities, processes, resources, and equipment.
• Work with Operations, Nesting and QA to track, present and action plan trainer performance by class
• Resolve and respond to training issues and questions from leaders and employees on the application and interpretation of processes, company policies and current legislation.
• Maintain monthly reporting for all training events which will need to be accurately documented for all lines. Updates to Department Managers, Client Services, and Client weekly, and monthly.   
• Promotes the highest standards of ethical and professional conduct in dealing with employees, vendors, customers and the community
• Thrives as a team player in a fast paced, high energy, change oriented environment 

QUALIFICATIONS

• Flexible hours/days are a requirement
• Strong understanding of Global Best T&D
• Strong presentation and public-speaking skills
• Strong verbal, listening, and written communications skills required
• Excellent attendance history is required
• Two or more years of Sales call center experience required
• One year of call center Sales training experience preferred
• Strong computer skills with working knowledge of Microsoft Office Suite 
• Must be able to work on multiple projects- must be able to meet deadlines