Training Manager, Call Center - Atlanta

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Join our dynamic Customer Contact Team and make an impact at Bridgevine Inc., the leading provider of customer acquisition solutions for iconic home service brands. We offer an invaluable opportunity to gain exposure to all facets of our business - we work hard and we play hard. And we'll expect you to do both. Position Overview We are looking for an experienced training manager to devise our organizational training strategy, oversee its implementation and assess its outcomes. You will identify training and developmental needs and drive targeted training initiatives geared towards improving sales performance and quality service on core and ancillary products. Responsibilities The successful candidate will have a history of success and will be specifically tasked with the following objectives: Determines training requirements by studying core sales and ancillary products conferring with business stakeholders, call center operations, and call center vendors. Primary responsibilities involve evaluating training effectiveness of new-hire training curriculum and Continued Education initiatives with the goal of enhancing employees' skills, sales performance, productivity and quality of work. Operational training objectives include preparation and implementation of sales and quality standards for building rapport, qualifying customers, overcoming objections, and closing assumptively; completing call audits to identify trends; determining sales training system improvements and implementing change. This position reports directly to the VP of Operations and completely owns the training and development of our call center agents. Additional responsibilities include recommendations on system enhancements, T3 trainings with call center training department, and travel for onsite training at vendor locations. Requirements Bachelor's Degree 10+ Years Call Center Training Experience with a high concentration in Inbound sales and Cross-sell environment Successful track record in designing and executing successful training programs Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.) Excellent communication and leadership skills Ability to plan, multi-task and manage time effectively Must understand the principles of call center motivation and the creation of a sales culture Expertise in utilizing key metrics to evaluate and recommend best practices for call center sales performance Understands call center key metrics and possess strong analytical skills Strong training and motivational skill-set Presentation Skills, Training Management, Meeting Management, Motivating Others, Foster Teamwork, Coaching, Meeting Sales Goals, Motivation for Sales, Selling to Customer Needs, Customer Service, Emphasizing Excellence Proficient in Microsoft Office including PowerPoint, Excel, Word, Access, etc. Flexible schedule with up to 50% travel Accountabilities Evaluate needs of company and plan training programs designed to fill these gaps Develop, implement, and monitor training programs to drive sales performance and ensure effectiveness Enhance training curriculum to include multimedia visual aids, gamification, and role-play scenarios Create a comprehensive testing and evaluation process that produces well prepared and knowledgeable agents Conduct continuing education training on core sales process, ancillary products, and provider specific requirements Provide logistical support, course development, delivery, evaluation, and process measurements of training workshops Assist with the development of strategic training plans Identify and assess future and current training needs based on business objectives and agent performance Draw an overall or individualized training and development plan that addresses needs and expectations Deploy a wide variety of training methods to promote trainee engagement, interaction, and success Build solid cross-functional relationships with internal and external stakeholders Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops. Monitor and evaluate training program's effectiveness, success and ROI periodically and report on them Provide opportunities for ongoing development Resolve any specific problems and tailor programs as necessary Maintain a keen understanding of training trends, developments and best practices Company Overview Bridgevine powers customer acquisition solutions through its next generation technology platform. We thrive in a digital market where product and service supply from leading service brands intersects with residential and SMB customer demand. Through a blend of online direct marketing and proprietary distribution channels, over 8 million qualifications each month transact in Bridgevine's vast marketplace. Participating partners in the telecommunications, cable, satellite, home security, and energy sectors delight in acquiring new customers, building brand loyalty and unlocking new revenue streams. Our technology platform has generated over $1.9 billion in annual recurring revenue for business partners. Culture Bridgevine seeks energetic thought leaders and knowledge workers who thrive on exciting assignments and working alongside smart, humorous and dedicated co-workers. Our roots are firmly planted in our core values, which inspire us every day to be Collaborative, Driven and Inquisitive.