Telemarketing – Training Manager
Code: TM-Training-Mgr |
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| Job Description: |
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| The Telemarketing-Training Manager will be responsible for the development and delivery of all product and soft skill sales training to telemarketing team and all partner companies. This includes new hire and ongoing education programs. The Telemarketing Training Manager also assists in curriculum development and the creation and upkeep of web-based training initiatives. He/she will directly report to the Telemarketing-Training Director. |
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| Job Responsibilities: |
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Work closely with the Operations Manager and Quality Assurance Manager to ensure complete knowledge of any new initiative |
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Perform research and discovery on each new project; relying on in-depth knowledge of how every change or new initiative affects the telemarketing team and the company as a whole |
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Act as liaison between quality assurance and operations to promote cross-functional knowledge |
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Deliver training presentations to large groups in person as well as via phone calls and NetMeeting |
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Assist in the curriculum development for all new training programs or projects |
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Perform and interpret ongoing training needs analysis to create training programs |
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Work with the other managers to determine each region’s specific training needs |
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Create new training documentation and updates existing documentation |
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Develop and deliver soft skill training for the telemarketing team including role playing |
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Continuously develop and improve the new hire training program |
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Train all telemarketing new hires in all applicable categories |
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Assist telemarketing team as point person for product and site questions |
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Continually update knowledge to be a subject matter expert on all products, tools, processes, and soft skills |
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Resolve or drive resolution of all product, process, and tool questions and problems |
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Assist with the management and take ownership of special projects as they arise |
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| Job Requirements: |
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Bachelor’s degree preferably in a business- or communications-related major; Master’s degree is ideal; extensive, directly-related experience may be considered in lieu of education |
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Minimum of 5 years of management experience with a minimum of 3 years in successfully managing the training department of a medium to large-scale training department of a telemarketing facility |
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Expert level knowledge of telemarketing techniques, systems, policies, and procedures |
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Proven knowledge and prior use of adult learning principles |
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Demonstrated experience successfully managing large project roll-outs |
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Excellent strategic planning skills and experience working with/leading cross-departmental project teams |
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Excellent presentation skills as well as verbal and written communication skills |
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Demonstrated experience performing training needs analysis |
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Proven ability to develop and produce reports from existing systems, analyze them and make recommendations; must be able to work and produce results under pressure |
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Ability to foster cross-functional teamwork |
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A consistently positive attitude and the ability to navigate rapid change in focus and direction |
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Demonstrated ability to multitask and prioritize in a fast-paced environment |
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Demonstrated experience and ability to learn new software quickly |
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Demonstrated ability and eagerness to continuously learn new skills |
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Demonstrated proficiency in PC applications and all information systems used in the telemarketing company |
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Demonstrated expertise and experience in people management, presentation skills, decision-making skills and commitment to service excellence |
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Possess excellent communication, collaboration and relationship management skills with the proven ability to work in a matrix environment across functional lines |
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