Contact Centre Trainer - Coach

Overview of Role:  

The successful candidate will be responsible for identifying coaching needs, defining, and agreeing requirements with key stakeholders, developing materials and managing their delivery through to implementation.  You’ll work closely with Contact Centre management to analyze the coaching needs of our staff and develop appropriate coaching plans at department team, and agent level.

The coaching will cover multiple aspects of technical systems and process compliance, as well as soft skills to enable appropriate conduct and style. This is an exciting opportunity to work in a multi-national environment.

Responsibilities:

(Including but not limited to)

• Create user-friendly Coaching documentation, process maps, manuals, classroom activities and presentations.
• Deliver Coaching programs with leading-edge learning and development techniques while creating a fun, productive learning environment.
• Compile and maintain Coaching Needs Analysis and action plans with Human Resources and other parties.
• Implement appropriate Coaching evaluation tools to ensure continuous improvement of existing trainings.
• Provide constructive feedback and improvement plans on issues identified through coaching.
• Delivery of training through a variety of media, including face to face workshops; eLearning. and remote settings to include employee onboarding and induction training.
• Compile, maintain and track Training/Coaching records for all training delivered.

• Contribute ideas and feedback at weekly assessment meetings.
• Any other duties or activities as directed.

• Prepare and conduct professional trainings with focus on National Pens products and processes.
• Conduct trainings for new hires, complex soft skills trainings and evaluate the effectiveness.
• Design modules or trainings for small and/or local projects following the Instructional Design styles and standards.
• Updates existing training material following the maintenance process.
• Support and encourages self-directed learning.
• Understand and communicate the company’s strategies to both Specialists and Supervisors.
• Creates post-training reports (pre-defined or ad hoc) and supports supervisors in the execution of the Specialists development plan.
• Plans and prepares training interventions based on needs analysis.
• Identifies skill or knowledge based trends that drives performance issues that are isolated to specific team or groups of Specialists.
• Support continuous assessment of training needs at the locations.
• Evaluate the effectiveness of conducted trainings.
• Creates value-added initiatives which impacts the quality of operational services (Conversion, Bookings etc.) 

Required skills and experience:

• Minimum of 6 months Contact Centre coaching experience in sales or customer service is required.
• Experience in training of apparel products is a plus.
• Content creation is a required.
• To succeed in this role, you will need to be a highly driven and adaptable individual with great interpersonal skills, cross-cultural respect and the ability to solve problems creatively.
• Strong administrative, multitasking and organizational skills are also essential.
• Experience of creating and delivering coaching materials.
• Training experience in a Sales, Customer Service Call Centre environment essential.
• Experience in coaching and training individuals or groups would be an asset.
• Highly goal oriented and results driven to ensure meeting department goals.
• Have an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages.
• Excellent written and verbal communication skills
• Self-motivation as well as the ability to work in a team environment.
• Must possess the ability to work accurately with numbers and data in a fast paced, productivity-oriented environment.
• Strong experience in the different adult learning styles and training techniques.

Qualifications:

• Minimum 3 years’ experience in a similar role with at least 2 years’ experience in Training within a call center environment.
• Tertiary Education (Bachelor’s Degree Preferred) with majors in Psychology, Communications or Education.
• Conducts audits and reviews/analyzes data and documentation.
• Bilingual skills are a plus but not required.

MUST HAVE:

• Strong People Management and Leadership Skills
• Strong Adult training Skills
• Strong Quality Monitoring and listening Skills

What we will provide:

• The opportunity for you to make a meaningful and serious contribution towards a very successful and rapidly growing Global business.
• A supportive environment with opportunities to grow and develop your career.
• A modern, fast paced, and exciting company culture.

Attractive Compensation package to include Health and Life Insurance.

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​