Sun Prairie, Wisconsin
Customer Service / Sales Trainer Job Opening in Sun Prairie, Wisconsin - SPi CRM opened its first U.S. office in Madison, WI in 2013 and is enjoying incredible growth ? Expanding and adding a Customer Service / Sales Trainer to our team!
SPi CRM is one of the world?s largest and most diversified Business Process Outsourcing (BPO) service providers in terms of clients, geographical presence and capabilities. We have defined the highest standards of excellence together with our clients for Customer Relationship Management (CRM). Our global team of more than 21,000 dedicated professionals across the Americas, Australia, Vietnam, Thailand, China, Japan, and the Philippines inSPire success.
Welcome to SPi CRM. The future of BPO.
As a Customer Service / Sales Trainer , you will be responsible for conducting and facilitating all training activities for Customer Service / Sales new hires, ensuring objectives of training program are met while delivering high performance results.
Responsibilities:
Delivers training programs to predominately entry to mid-level front-line customer service/sales call center staff. Formal training is delivered in a classroom environment, hands on is delivered on call center floor.
Identifies appropriate training methodologies based on audience learning styles. Training methodologies may include group lecture, role play, simulation exercises, self-study, on-the-job training, computer-based, etc.
Confers with leadership to identify training needs and to ensure course content, training methodologies and training materials meet those needs.
Works with other trainers and/or leadership to continually address gaps between learning objectives and learning outcomes
Adapts training content to meet the needs of assigned client classes and/or to improve the quality of existing content. May develop new training content based on client/business needs.
Administers tools to measure effectiveness of training programs. Makes recommendations based on these measurements to improve quality of training programs.
Handles program administration needs to include communications, scheduling, roster management, materials production, facilities coordination, participant tracking, etc.
Provides feedback and coaching to audience in one-on-one and group settings. Creates individual development plans based on feedback
Generates reports accurately and on a timely basis
Assists with other related duties as assigned
Requirements:
1 year or more of instructor-led training and computer/hands on courseware experience
Ability to build relationships and promote a work environment focused on team development and constant coaching
Excellent presentation and facilitation skills, with proven ability to engage audiences in learning topics
Ability to identify different learning styles and select optimal delivery methods to achieve desired outcomes
Excellent verbal and written communication skills, to include strong platform skills
Solid knowledge of department duties, responsibilities and procedures
Ability to adapt modules built using common learning applications
Proficiency in Microsoft Office programs and ability to learn in-house and/or client programs
Call Center training experience preferred
Are you ready to inSPire success? Be More. Get More at SPi CRM
SPi CRM has been recognized as the ?Best BPO Employer of the Year? at the 2014 International ICT Awards. AA / EOE
Job Type: Full-time
Job Location:
Sun Prairie, WI
Required education:
High school or equivalent
Required experience:
Instructor-Led Training: 1 year
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