Temporary Sales Center Trainer
Media Sales Plus, Inc. - Williamsville, NY

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JOB PURPOSE: Provide training and associated task related to all aspects of the organization’s training needs and programs, with special emphasis on the Sales Center, including the design, development, implementation, administration and analysis of the training curriculum, programs and materials. Ensure quality and uniformity of all programs throughout the company.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develop and facilitate training sessions, including new hire training for all business units, enhancement training for existing staff, and creation of new training modules as business requires
  • Design, build and maintain all training materials
  • Continuously evaluate training materials, including PowerPoint presentations, outlines, text and handouts and tools (Intranet) that are currently in use and/or provided by clients
  • Monitor, track and report trends on effectiveness of training programs
  • Perform assessments of Representatives’ quality and adherence to company standards on Inbound and Outbound calls based on recorded calls and real-time monitoring
  • Review and evaluate employee proficiencies, deficiencies and trends
  • Benchmark agent proficiencies to assist with future training and selection process
  • Work closely with management and Team Leads to ensure Sales Center metrics and SLA’s are being met and exceeded
  • Create quality reports, including trend analysis, gap analysis and performance adherence, then devise and spearhead plans to address any deficiencies
  • Perform research and/or attend seminars to remain up-to-date on training techniques
  • Track and report on budgetary expenses of all training programs
  • Communicate company policy to employees and enforce said policies and practices
  • Provide support on other projects as needed

QUALIFICATIONS:
Experience, Competencies and Education

Bachelor’s degree (BA, BS) and or at least three years experience as a Trainer in the same or related industry, or equivalent combination of training and experience

Have an energetic, forward-thinking and creative approach with high ethical standards and an appropriate professional image

Sound technical skills, analytical ability, good judgment and strong operational focus

Possess highly developed organizational, interpersonal and communication skills, with ability to act as both a team player and as a mentor

Industry certifications in Customer Service, quality, and/or training desirable

Digital and Print Marketing experience preferred.

Call center experience with both inbound and outbound telephone sales is a plus.

Language Skills

Ability to read, analyze and interpret the most complex documents

Ability to respond effectively to the most sensitive inquiries or complaints

Ability to make effective and persuasive presentations on controversial or complex topics


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