BPO Trainer (Pooling)

About this role

ABOUT US:
CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.
Company website:
JOB DESCRIPTION:
The Trainer's main function is to deliver the best in-class training to all Key Stakeholders in the organization. The Trainer is responsible for effectiveness, productivity, retention, and satisfaction, through high-level product & sales training and support, where required. The Trainer will also undertake field execution where necessary, which could include displays, training, and delivery of specialized content. The Trainer is responsible for effectiveness, productivity, retention, and satisfaction, through high level product & sales training both on the job and in centers as well as at specialized training events.
DUTIES AND RESPONSIBILITIES:
Account Management Call Centers
Create and maintain relationships with offshore Partner Call Centers
L&D Program Design & Delivery

Planning and delivering the optimum sales environment for call center and online

Identifying deficiencies in skills among centers managed and works to improve capabilities through coaching, development, and training

Ensuring continuous improvement by evaluation and reporting on L&D programs

Ensuring high quality of work through consistent review and feedback implementation with Line Manager

Design and create engaging presentations as required

Liaise with L&D Specialist team and Creative Unit, providing insight and feedback on training delivery methods

Assist in the adequate resourcing of all initiatives through reporting of events and activities to ensure accurate resourcing can be facilitated

Event Planning & Execution

Building training/session plans for requested events/initiatives

Attend and support events as required

Stakeholder Support

Supporting respective team members through providing observations and feedback, learning from each other to ensure best practice

Partnering with key internal stakeholders and external parties to determine, craft and execute plans to meet business objectives

Engage with external agencies on learning programs to upskill teams

QUALIFICATIONS:

At least 2 years of experience in Learning & Development or related field, specializing in facilitation and development

Experience in Training Customer Service Teams and coaching on selling and experience techniques

Certification in Training and Assessment is preferred

Experience in contact center supporting/servicing an Australian/US client/account is preferred

Proven passionate sales background with a drive to create best in class customer experiences

Proven ability to extract and translate technical information into appropriate language for the target audience

High level time management skills and the ability to work to critical deadlines are imperative

Presentation experience to groups of 50 or more

Project management and design experience

Worked in a retail/sales environment with complex or technical products

Worked with many stakeholders external to their employers on joint plans/strategies

High level time management skills and the ability to work to critical deadlines

Skills and Capabilities:

Demonstrated experience in negotiation and communication skills

Retail Consumer Electronics products, particularly Telecommunications and I.T.

The principles, training methods, and techniques used in training / adult learning / education

Advanced understanding and knowledge of Microsoft PowerPoint, Excel, and Word

Excellent English communication skills, both written and spoken

Self-driven, results-oriented with a positive outlook and a clear focus on high quality training

Outgoing, confident, yet respectful and grounded attitude

Focused and passionate

A natural forward planner who critically assesses own performance

Deliver professional verbal and non-verbal communication

Mature, credible, and comfortable in dealing with senior company executives

Empathic communicator, able to see things from the other person's point of view

Keen for new experience, responsibility, and accountability

Mature and domestically secure

Able to work extended hours on occasions when required

Must have high levels of time management skills and organization

Originally posted on Himalayas