Design and develop training materials, modules, and curriculums for new hire training, ongoing skill development, and product/service updates.
Facilitate engaging and interactive training sessions for our Sales Team in person and virtually to ensure comprehension and retention of key concepts.
Define and monitor KPIs related to training impact, such as onboarding speed, increased sales performance, and improved adoption of tools or methodologies.
Provide one-on-one coaching and feedback to agents to address performance gaps and enhance skill development.
Stay updated on company processes, services, policies, and procedures to ensure accurate and relevant training materials.
Proactively identify opportunities to enhance training programs, methodologies, and delivery techniques based on industry best practices and stakeholder feedback.
Maintain accurate records of training activities, attendance, and performance metrics. Generate reports to track the progress and effectiveness of training initiatives.

Proven experience in contact centre operations and training within a sales environment ideally
Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
Excellent interpersonal skills and the ability to build rapport and trust with trainees and colleagues.
Proficiency in instructional design principles and adult learning methodologies.
Knowledge of contact centre technologies and customer relationship management (CRM) systems.
Detail-oriented with strong organisational and time management skills.
Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously.

Mable

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