Role Purpose

To design and deliver training to support the agent journey

Primary Responsibility

• Deliver soft skill and product sales training to newly recruited Foundever employees across campaigns, as defined by Foundever and our Clients, towards internal certification
• Identify gaps in existing training material and structure and proactively update, maintain and offer solutions
• Assist Learning Manager and campaign owners to identify learning gaps and identify learning solutions
• Create standalone training modules for new or existing team members, as and when required
• Provide coaching and feedback to trainees as part of their classroom learning experience
• Maintain training records and scores achieved
• Develop/implement training programs for contact centre associates
• Conduct complex training classes
• Develop evaluation and validation instruments to collect and interpret data, assessing organisation needs and training program effectiveness.
• Provide support in the development of training material when needed and appropriate.
• Provide Grad Bay support to new hires when not conflicting with delivery commitments
• Work with business to ensure process updates are reflected in training

Complaince:

• To take personal responsibility to understand and comply with all company and client security requirements and policies.

Knowledge and Skills

Skills:

• Sales orientated background
• Persuasion skills and how to address objection handling
• Excellent interpersonal, organisation and time management skills
• Excellent listening, oral, and written communication skills
• Excellent analytical and judgment skills
• Ability to demonstrate the interpersonal skills necessary for client contact  
• An organised individual, with the ability to plan and priorities
• Excellent presentation Skills
• Excellent verbal and written communication skills
• Effective problem solving skills and excellent analytical and judgement skills
• Good numeric and verbal reasoning skills

Knowledge/Abilities:

• Sales techniques
• Objection handling
• Scenario-based training techniques
• Ability to manage deadlines, manage people, create effective partnerships with leadership, develop training materials and apply reason to business problems
• Attention to detail and ability to work on own initiative
• Proven ability to create structured training material
• Should be self-motivated, articulate and enthusiastic
• Prepared to take responsibility and ownership of issues with the ability to exercise sound judgement in the making and implementing of decisions

Preferred Qualification and Experience

• 3-5 years BPO Sales Trainer experience where you deliver classroom led sales training sessions
• BPO Call centre experience required
• Clear criminal record
• Grade 12 – Minimum requirement – Non negotiable
• Facilitators + Accessor training courses certification -  desirable

Key Points

Salary: Salary Negotiable (Dependant on Expereince)

Benefits: Medical Aid and Pension

Contract Type: Permanent, 40 hours (full time)

Working Pattern: 24/7 Rotaional Shifts