Trainer II Sales and Service Center

JOB SUMMARY

Serves as a subject matter expert (SME) in the delivery of sales and service training programs ensuring employees are equipped with the knowledge skills and confidence to excel in their roles. Responsible for designing and delivering engaging learning experiences that align with business objectives policies procedures and compliance requirements. Partners with stakeholders to assess training needs provide expert guidance and drive performance through ongoing coaching skill reinforcement and professional development. Plays a key role in continuous learning by evaluating program effectiveness and recommending enhancements to support business growth and employee success.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Develop deliver and continuously improve the training and on-going learning opportunities for the companys sales and service associates.

Train new sales and service associates by conducting training focused on a consultative sales/service process ensuring the associates are well prepared for success.

Determine and assess training needs using proven learning assessment tools with internal stake holders and subject matter experts (SMEs).

Collaborate with subject matter experts and internal stakeholders to ensure content is accurate and relevant with defined learning objectives and clear measurable goals that align with the needs of the organization.

Develop modify and improve new and existing training plans and materials using adult learning concepts and proven methodologies to ensure maximum effectiveness of training initiatives.

Implement a method of constant feedback on new trainees to continuously improve and maximize the efficiency of training.

Manage the classroom effectively.

Act as a role model by demonstrating leadership and knowledge and by maintaining credibility within the company ensuring a positive image is maintained.

Continually learn and improve skills in areas of training techniques material development and learning technology.

Present information using a variety of instructional techniques or formats such as role playing simulations team exercises group discussions videos and lectures

Develop assessment tools to evaluate learner understanding and the effectiveness of training.

Analyze post-training performance to refine the training process and adjust improve training as needed.

Evaluate post-training performance to identify training gaps and develop and/or implement plans to close gaps in performance.

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

Typically reports to Management. Direct supervisor job title(s) typically include: Manager SSC Training

The job is NOT directly responsible for managing other employees (e.g. hiring/termination and/or pay decisions performance management)

JOB QUALIFICATIONS: Education & Experience Requirements

Bachelors degree (or commensurate experience beyond 6 years) in a trainer role.

4 7 years of adult training experience

Experience conducting sales and service training to internal sales and service agents and/or frontline leadership preferred but not required

Experience selling products / services and/or leading frontline associates in a customer call center preferred but not required

Excellent public speaking presentation teaching and writing skills

A passion for continuous learning and development. The initiative and resourcefulness to learn new technologies products and industries quickly and effectively on your own.

Experience in applying consultative sales methodologies.

The ability to motivate and influence people who do not report directly to you. Ability to collaborate well with all different functions and levels.

Former people management experience is a plus.

The ability to explain complex concepts and dense information in a clear succinct and relevant way.

Ability to tailor your communication to fit your audiences background.

Ability to own the room confidently and hold peoples attention.

Skill in facilitating discussions so that they are interactive and informative.

Skill in giving actionable feedback in a constructive effective way.

A positive attitude and high energy level. The motivation and drive to thrive in a fast-paced dynamic environment.

Experience incorporating role plays and simulations as part of training.

JOB QUALIFICATIONS: Essential Skills Abilities and Example Behavior(s)

PRESENT SKILLFULLY: Able to prepare and deliver clear effective and professional presentations

QUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptions

BE STRAIGHT-FORWARD: Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptive

NEGOTIATE: Able to apply effective questioning and listening techniques to determine each partys position; Able to look for common ground and build on areas of agreement to reach win-win outcomes; Able to ensure the agreed-up-upon alternatives have the support of all parties involved

SELL: Able to identify the needs of internal and external customers through effective questioning and listening techniques; Able to apply technical / professional knowledge interpersonal and sales skills to obtain customers commitment to ideas services or products

ACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions

ADAPT: Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirements

TAKE INITIATIVE: Able to exhibit tendencies to be self-starting and not wait for signals; Able to be proactive and demonstrate readiness and ability to initiate action; Able to act beyond what is required and volunteers to take on new assignments; Able to complete assignments independently without constant supervision

DEVELOP SELF: Able to accurately assess your own strengths and development needs; Able to strive to improve those areas identified as needing development; Able to seek opportunities for development through the job special assignments training or external activities

BE PERSONALLY PRODUCTIVE: Able to use your own time efficiently and avoid wasting time; Able to organize work with realistic priorities for self and others; Able to demonstrate stamina to sustain effort over a period; Able to set high but realistic standards for self; Able to produce a high volume of work; Able to balance personal and work commitments to maintain personal best conditions

BE PROFESSIONAL: Able to project a positive professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor

DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products services and own performance against those standards

BE ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships draw logical conclusions and interpret results for use in decision-making

BE A QUICK STUDY: Able to quickly learn and apply new information skills and processes; Able to build on current knowledge and skills; Able to gather information from the appropriate resources to develop and execute plans when entering new situations

BE INNOVATIVE / CREATIVE: Able to examine the status quo and consistently look for better ways of doing things; Able to recommend changes based on analyzed needs; Able to develop proper solutions and identify opportunities

Required Experience:

IC