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Service Delivery Ops Senior Analyst with English
Sofia
Job No. 12385092
Full-time - On-Site
Job Description
Facilitate learning experiences, demonstrate agent behaviors, and have the ability to adjust training delivery to meet a constantly changing environment.
Responsibilities
Onboard agents on client s voice standards, products, tools, and processes.
Create and or deliver additional training content for tenured agents.
Design and or support individual coaching plans in partnership with quality managers and team leads.
Work seamlessly with Client Learning Partners to implement and give feedback on Training programs.
Keep a pulse on the agent s knowledge and sales skill gaps through engaging and shadowing agents on the production floor when appropriate, in turn, integrating these insights into training and learning opportunities.
Coach teams to implement knowledge from sales trainings, with a focus on sales acumen and sales effectiveness skills.
Stay up to date and proficient in Client s voice and products, sales excellence client centricity standards, as well as each Sales Program, through on going study of Client learning content.
Collaborate and communicate effectively with extended learnership teams, driving connection between training content and agent behaviors.
Be an active participant in the QAT Quality Training Process
Qualifications
Be an active participant in the QAT Quality Training Process
Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology including a measurement component and in conjunction with CX and Team Leads to ensure enforcement of new information on the floor.
Demonstrate impact of training through measurement by monitoring new hire knowledge before and after training to help determine follow up training required including on going new hire intervention.
Proactively identify and close training gaps on a monthly basis for tenured agents.
Trainer must be fluent at English and training deliverables need to be provided at required English fluency level.
Delivery of training will need to be carried out based on sufficient experience in the training industry with a proven track record in training roles, preferably in a customer service or sales environment.
Basic Qualifications
2 years of experience in Training
Sales Experience At least 1 year sales experience primarily outbound sales upselling, cross selling, online sales, or telemarketing relationship sales, ad sales, digital marketing
Proven track record of delivering effective training programs.
Excellent presentation, communication, and interpersonal skills.
Understanding of online advertising platforms and sales techniques.
Familiarity with e learning platforms, CRMs
