Training Specialist  

The Training Specialists’ primary responsibility is the development of the company’s frontline telephone and online sales representatives through the conduct of foundation skills and other program specific training courses to meet the company’s sales requirements.

The Training Specialist should be successful in the transfer of learning to new hires as well as in conducting refresher trainings to our sales agents.

The chosen candidate should be highly energetic and motivational, adept in leading discussions, be able to create rapport, handle objections, manage difficult behaviors and use appropriate feedback methods in order to promote the employees’ knowledge, skills and attitude in order to meet the company’s given sales targets.

Key Responsibilities:

• Maintain product and sales knowledge by learning the company training manual by heart.
• Update, improve and modify training manuals depending on needs of the business,
• Develop a training schedule and apply training methods that is applicable to the business.
• Deliver Foundation skills (IT, Social Skills) and sales specific training to new agents or as refresher.
• Implement strict adherence to the company’s code of conduct during the training period and give valuable input on whether agents should progress to the next step in training based on behavior and performance.
• Monitor learner progress in the classroom and on the floor and provide valuable feedback as necessary.
• Coordinate and collaborate closely with Operations and monitor agents progress through observing customer interaction and through constant quality checks.
• Coordinate with Team Supervisors and Identify training needs based on agents’ performance and recommend training solutions to address them.

KPI's:

• Average sales/agent
• Overall sales/agent
• Attrition rate
• Conversion percentage

• Strong knowledge on identifying, training and embedding of sales and customer service behavior and competencies
• At least 3 years of adult education experience, preferably in a sales/call center setting.
• Graduate of a 4 year course
• Possesses strong Customer Service Skills
• Able to generate reports and presentations
• Highly self motivated, able to work well with little or no supervision.
• Very creative, resourceful, reliant and committed
• Excellent written and verbal communication skills
• Computer proficient
• Can multi task and adaptable
• Flexible and willing to work on a shifting schedule