Job Description
Position Overview:
The role of the Contact Centres Training Manager will oversee all the training needs of both contact centers. This role is responsible for ensuring that all the training development requirements from product training, sales skills, system training, training modules and other aspects of training. The individual will report to the Assistant Director - Product, Preview Operations and Call Center Training.
Key Responsibilities:
Operational Oversight:
- Overseeing all the training requirements and creating training materials and training schedules for new call center staff as well as retraining and skills upgrades for current staff
- Assisting call center management team on call monitoring, performance evaluation, processes and improvements in closing techniques
Daily Operations:
- Designing and implementing training schedules for new hires, retraining for current staff or product skill training for current and new hires as well as training materials for the team
- Helping the call center management team to identify areas for improvement to ensure better efficiency and production from all team members
- Evaluating the agents performances and mentoring the team leaders to achieve the set KPI's
Process Improvement:
- Identify and implement process improvements to increase efficiency and effectiveness within the call center teams to ensure maximum efficiency is maintained daily
Qualifications:
- Training background with a good understanding of selling skills and mindset training in either a call center environment or sales related industry
- Excellent attention to detail and highly organized
- Excellent communication and interpersonal abilities.
- Proficiency in call center software and CRM systems.
- Strong problem-solving skills and ability to handle high-pressure situations.
- Bachelor's degree in marketing, Business or any related field to scope of job (preferred).
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Qualifications
- Training background with a good understanding of selling skills and mindset training in either a call center environment or sales related industry
- Excellent attention to detail and highly organized
- Excellent communication and interpersonal abilities.
- Proficiency in call center software and CRM systems.
- Strong problem-solving skills and ability to handle high-pressure situations.
- Bachelor's degree in marketing, Business or any related field to scope of job (preferred).
Working Relationships:
Reports to: Assistant Director - Product, Preview Operations and Call Center Training.
Interfaces with:Telemarketing Team Leaders, Telemarketing Executives, Customers and Guests, Customer Service Team, Site Marketing and Property Management.
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