Title:                                     Call Center Sales & Service Trainer

Function:                             Train & motivate the call center staff to improve sales technique & style, phone persona, tone & dialect as well as professional image as a Liberty employee. Daily meetings with call center staff on improving on various areas of a reps sales approach, scripting, etc.

 Plan, develop and implement strategy for staff training and development, establish and maintain appropriate systems for measuring necessary aspects of staff training and development

Monitor, measure and report on staff training and development plans and achievements within agreed formats and timescales to VP of Outbound Sales & Call Center

Manage and develop direct reporting staff of various sales techniques, sell through formulas, proven building relationship skills as well as improving communication skills.

Monitor Oasis’s on a weekly basis with rep on ways to improve/upgrade sales & service techniques.

Formulate weekly written phone & training evaluations of all call center staff.

Liaise with other functional/departmental managers so as to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development objectives, purposes and achievements

Maintain awareness and knowledge of contemporary staff training and development theory and methods and provide suitable interpretation to directors, managers and staff within the organization

Ensure activities meet with and integrate with organizational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care

Assess relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems entailed.

Stays informed as to relevant skill and qualifications levels required by staff for effective performance, and circulate requirements and relevant information to the organization as appropriate.

Produce organizational strategy and plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary.

Design training courses and programs necessary to meet training needs, or manage this activity via external provider(s).

Identify, select and manage external training and accreditation bodies, agencies and providers necessary to deliver required training to appropriate standards.

Organize training venues, logistics, transport, accommodation as required to achieve efficient training attendance and delivery.

Plan and deliver training courses personally where necessary to augment that provided externally or internally by others.

Recruit, manage and develop direct-reporting staff (if applicable).

Ensure all training activities and materials meet with relevant organizational and statutory policies, including health and safety, employment and equality laws.

Monitor and report on activities, costs, performance, etc, as required.

Develop self, and maintain knowledge in relevant field at all times.

Implement/follow through on the Aslan & Liberty Sport training program and processes

Management Ability: Though internal staff management is not initially part of the job, responsibility and opportunity could grow with the development of the business, for example the prospect of recruiting and managing support telesales staff. Some people-management skills, experience and natural ability will be useful

Computer skills:     Must be adept in use of MS Office 2000 or later, particularly Excel and Word, and ideally Access or similar database to basic level, Internet and email.

Personality:           Self-driven, results-oriented with a positive outlook, and a clear focus on high quality and business profit. A natural forward planner who critically assesses own performance. Mature, credible, and comfortable in dealing with senior big company executives. Reliable, tolerant, and determined. Empathic communicator, able to see things from the other person's point of view. Well presented and businesslike. Sufficiently mobile and flexible to travel up to a few days a month within the UK. Keen for new experience, responsibility and accountability. Able to get on with others and be a team-player.