As a Technical Trainer sitting across the Sales Team, you will play a crucial role in ensuring the continuous improvement across this team. You will be responsible for designing, developing, and delivering comprehensive training programs to equip our Sales Team with the skills and knowledge necessary to deliver exceptional customer experiences.

Key Accountabilities:

Training Program Development

• Design and develop training materials, modules, and curriculums for new hire training, ongoing skill development, and product/service updates.

Training Delivery

• Facilitate engaging and interactive training sessions for our Sales Team in person and virtually to ensure comprehension and retention of key concepts.

Performance Evaluation

• Regular assessments and evaluations should be conducted to measure training programs' effectiveness and identify areas for improvement.

Individual Coaching

• Provide one-on-one coaching and feedback to agents to address performance gaps and enhance skill development.

Product and Process Knowledge

• Stay updated on company processes, services, policies, and procedures to ensure accurate and relevant training materials.
• Be the subject matter expert and key contributor for all knowledge base articles and adapt them to business and operational needs.

Continuous Improvement

• Proactively identify opportunities to enhance training programs, methodologies, and delivery techniques based on industry best practices and stakeholder feedback.

Documentation and Reporting

• Maintain accurate records of training activities, attendance, and performance metrics. Generate reports to track the progress and effectiveness of training initiatives.

Skills, knowledge and experience

• 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.