BPO Trainer

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: www.CEF.inc

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
• Instructional Design experience is highly desired
• 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