As a Product Specifics Trainer plans, prepares and deliver account-specific skills training to customer support agents using diverse methods including classroom instruction, one-on-one mentoring, and facilitation of e-learning opportunities. The trainer focuses instruction around agent behaviors that ensure customer satisfaction, net promoter score, and metric compliance for quality and increased revenue for the company.

A SNAPSHOT OF YOUR ROLE

  • Deliver new hire and ongoing training with emphasis on sales skills and product and services.

  • Maintain a high success of successful new hires/ graduates as demonstrated on the evaluation being used and on the job performance

  • Partner with the Sales Managers in curriculum design

  • Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives

  • Work with team members in the continued development of associates to reach optimal performance

  • Prepares course agenda

  • Conduct ongoing refresher and cross training modules in critical areas as identified

  • Remain knowledgeable on project information by keeping training manual

  • Coordinates training schedule with the Operations on site and can facilitate exchange of communication

  • Administers written or online exams to trainees to evaluate learning and and to evaluate learning and future actions (re-direction, re- training, etc.)

  • Recommends short and long term training strategies for the improvement of training quality

  • Performs other duties that may be assigned from time to time

  • Ensures correlation of work expectations to Sales Success!

A BIT ABOUT YOU

  • At least 1 year of experience in classroom training or corporate mentoring, preferably in a call center environment

  • Ability to accept varied schedules as needed

  • Ability to work with and communicate effectively with all levels of employees

  • Excellent written, verbal and interpersonal communication skills

  • Ability to write reports, business correspondence, and procedure manuals

  • Willing to work on a shifting schedule

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