Head Training

• At least 5-8 years’ relevant experience in an international call centre (preferably US operations) environment of which 2 years in telemarketing/sales experience.
• 1-3 years experience in training function, i.e. design, deliver, follow up training programs especially - development, training tools & techniques for telesales.

• Strong leadership, management, interpersonal, communication & presentation skills.
• Good command of English
• Proficient with all MS Office applications: MS Word, Excel, PowerPoint, etc.

Plan, design and deliver high quality and practical training & development programs that will lead to improvements and professional growth of tele sales /customer service staff. Responsible for assisting Operations Head to customize training programs to serve department’s special needs and providing advice to line managers for developing their staff efficiency as planned.

• Provide training to new telemarketing representatives and customer service representatives to ensure that all team members understand the company’s policies and department’s expectations.
• Assist the Telemarketing Manager in the preparation of campaign scripts
• Assist Department Head to develop and design/revise in - house training and development programs to serve training needs and business direction with quality
• Provide feedback to call centre/telesales managers on the strengths and weaknesses of their staff and to recommend ways to improve performance
• Proactively seek feedback from staff to facilitate improvements in sales, service, operation efficiency and customer satisfaction, which in some cases, should work with other departments’ management or escalate to the Call Centre Head.
• Recruit, train and develop a highly professional work force through providing clear directions, guidance, coaching and positive reinforcement supported by appropriate reward system and staff career development opportunities.
• Conduct and organize in – house training programs with quality to enhance staff abilities, skills & knowledge according to Training & Development Plan/Objectives
• To align information on products and procedures across all frontline staff
• To develop service excellence training manuals and design training roadmap for all frontline staff.