Trainer II - Sales and Service Center Ops

JOB SUMMARY

Serves as a subject matter expert (SME) in the delivery of sales and service training programs, ensuring employees are equipped with the knowledge, skills, and confidence to excel in their roles. Responsible for designing and delivering engaging learning experiences that align with business objectives, policies, procedures, and compliance requirements. Partners with stakeholders to assess training needs, provide expert guidance, and drive performance through ongoing coaching, skill reinforcement, and professional development. Plays a key role in continuous learning by evaluating program effectiveness and recommending enhancements to support business growth and employee success.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop, deliver, and continuously improve the training and on-going learning opportunities for the company’s sales and service associates.

• Train new sales and service associates by conducting training focused on a consultative sales/service process ensuring the associates are well prepared for success.

• Determine and assess training needs using proven learning assessment tools with internal stake holders and subject matter experts (SMEs).

• Collaborate with subject matter experts and internal stakeholders to ensure content is accurate and relevant with defined learning objectives and clear, measurable goals that align with the needs of the organization.

• Develop, modify and improve new and existing training plans and materials using adult learning concepts and proven methodologies to ensure maximum effectiveness of training initiatives.

• Implement a method of constant feedback on new trainees to continuously improve and maximize the efficiency of training. 

• Manage the classroom effectively.

• Act as a role model by demonstrating leadership and knowledge, and by maintaining credibility within the company, ensuring a positive image is maintained.

• Continually learn and improve skills in areas of training techniques, material development, and learning technology.

• Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, and lectures

• Develop assessment tools to evaluate learner understanding and the effectiveness of training. 

• Analyze post-training performance to refine the training process and adjust improve training as needed.

• Evaluate post-training performance to identify training gaps and develop and/or implement plans to close gaps in performance. 

 

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management.  Direct supervisor job title(s) typically include: Manager, SSC Training  

• The job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

 

JOB QUALIFICATIONS: Education & Experience Requirements

• Bachelor’s degree (or commensurate experience beyond 6 years) in a trainer role.

• 4 – 7 years of adult training experience

• Experience conducting sales and service training to internal sales and service agents and/or frontline leadership preferred but not required

• Experience selling products / services and/or leading frontline associates in a customer call center preferred but not required

• Excellent public speaking, presentation, teaching, and writing skills

• A passion for continuous learning and development. The initiative and resourcefulness to learn new technologies, products, and industries quickly and effectively on your own.

• Experience in applying consultative sales methodologies.

• The ability to motivate and influence people who do not report directly to you. Ability to collaborate well with all different functions and levels. 

• Former people management experience is a plus.