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Purpose of the role:

Working alongside the Telesales Senior Supervisor, you will be required to write and deliver training and coaching solutions for all Telesales personnel with a view to ensuring that Telesales targets are met.

Key Performance Objectives:

    To identify training and coaching needs within Telesales and deliver appropriate training and coaching solutions using a variety of methods including class-room training / 1-1 Coaching / e-learning.

    Review and update training material continuously looking for improvements - compile training exercises, games, incentives to reflect current targets and objectives.

    Facilitate training meetings and presentations and provide quality monitoring and feedback.

    Coaching of each Telesales Agent every month to continually develop and improve skills

    To liaise with other departments in order to identify and formulate training needs and deploy training, continuing good inter-departmental relations.

    Produce and distribute MI reports and analysis to meet required deadlines.

    To ensure all Error Reporting is acted upon in a timely and effective manner.

    Ensure all duties are performed in line with current policy and procedure.

    Be prepared to assist with taking calls or floor walking either as part of current incentives or as and when required to do so.

    Proactively develop own training /coaching skills, and continue to identify strengths and development areas in others.

    Prioritize and undertake additional ad hoc tasks/projects as directed by Management.

Core Competencies:

    You will have worked in a similar role as a coach/trainer and be able to demonstrate a successful track record in coaching and developing outbound telesales teams

    Deep acumen for sales theory and technique; strong sales coaching and sales education technique coupled with experience in delivering and/or creating off-the-shelf and/or custom-developed curriculum for sales skill development.

    Ability to demonstrate and coach others about how to sell over the phone

Minimum Requirements:

    Min 2 years’ experience in a Contact Centre environment

    Learning & Development qualification

    Contact Centre Training Course development and delivery experience.

    Experience of monitoring and improving quality of calls

    A positive people person with proven people skills

    Dynamic personality with smart professional appearance

    Responsible and trustworthy

    Excellent communicator both verbal & written

    Self-motivated and self-disciplined working practice

    Sales presentation and product demonstration skills

    Working knowledge of the Internet and MS-Office software, or other CRM

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