VXI Global Solutions Contact Center Sales and Customer Experience Trainer in Tucson, Arizona
Contact Center Sales and Customer Experience Trainer (3 Openings)
VXI is guided by our Values:Excellence, Integrity, Teamwork, Agility and Inventiveness.
The Contact Center Sales and Customer Experience Trainer will provide on-boarding training for the newest members of our Business to Business sales and customer service teams and work with veteran Sales and Customer Service Associates to improve performance. Through education, observation, coaching and motivation, the Trainer will ensure achievement of individual, team, and sales department objectives. The ideal candidate will possess a fun-natured, enthusiastic, and motivational personality, capable of thriving in a fast-paced and dynamic sales environment. This position requires extensive call center/contact training, curriculum development, and adult learning experience. The Trainer will report directly to the Sr. Training Manager
Health Insurance (Medical, Dental Vision, 401(k) Savings)
Fun Work Environment
Abundant Advancement Opportunities
Knowledge, Skills and Abilities You’ll Need to Succeed
Facilitate classroom style training on products, sales and customers service techniques, enhancements, etc. for all new and tenured associates as needed.
Develop and maintain training tools, including worksheets, templates, databases and reports
Facilitate role play sessions
Manage testing and performance for all sales new hires while in training
Monitor trainees' knowledge before and after training to help determine follow-up training required
Utilize established curriculum and assist in developing new educational materials
Expert in classroom management and controlling class agent behaviors to improve the learning environment.
Be the subject matter expert and handle calls related to your training alongside your trainees as required.
Maintain perspective on system functionality, call flow, content, quality assurance, challenges and opportunities. Collaborate with stakeholders to develop and maintain a strategic training plan which supports performance objectives and addresses identified gaps in skills and competencies.
Conducts call monitoring observations on a regular basis for all new hire and tenured team members.
Provides individual coaching and motivation to trainees on progress and performance. Ensures seamless transition to the Call Center production floor.
Identifies and analyzes employee performance problems, determines on-going training needs, and implements solutions.
Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation.
Coaches and reinforces front-line employees and leadership in applying skills learned in training.
Ensure training effectiveness by leveraging adult learning and instructional design methodologies.
Perform other related duties as assigned.
Other Things We Look For
A successful track record of sales training experience with a Minimum 2 years of training experience in a call center setting with 6 weeks or longer of curriculum
BA/BS Degree preferred (Not Required)
Embrace a customer-focused and results-driven environment
Excellent presentation skills
Be able to adapt training materials to changes in sales and customer environments
Possess strong organizational, time management, and interpersonal skills
Have excellent problem solving, decision making, and research/analytical skills
Display exceptional professionalism in appearance and behavior
Understanding of various training methodologies and techniques, with an emphasis in sales
Professional, positive and energetic demeanor
Proven ability to give feedback and coaching on performance
Strong oral and written communication skills
Strong Internet and computer literacy skills in MSFT Word, Excel, Outlook, Access
High School Diploma/GED (BA/BS Degree preferred)
1 Year Sales Experience (within a call center environment preferred)
Exemplary Attendance Records with Previous Employers.
Must be able to pass a background check and drug screen
Job Type: Full-time
This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent. Not included are duties and responsibilities common to all group manager positions including the requirements to attend or conduct staff meetings, prepare status reports, make internal and outside contacts, schedule; promote good housekeeping; enforce safety rules, security regulations, and standards of conduct; carry out equal employment opportunity policies; and to discipline, train, develop, and review the performance of subordinates.