Snr Segment Trainer - In House at Avon

Reporting directly to the National Sales Training Academy Manager, this role is responsible for delivering tailored training to the Contact Centre & New Business (including collaboration with the training specialist in the Credit Control/Collections teams) in line with the Segmented Training Strategy.
Develop and train all associates in the department by designing and delivering training and skills development initiatives and strategies to enhance and improve service to the field in the various support teams which include, Leader & Manager, New Reps (Per segmented strategy- Beauty Fan, Beauty Advisor, Top Beauty Advisor Beauty Owner , Escalations & Retention Agents’ teams, ensuring that the overall objectives of the department are met consistently and in line with business objectives. This role also encapsulates internal departmental communication, involvement in key projects and coordination of department events

Key Responsibilities

Training

• Delivering developed training in the contact centre, new business and credit control/collections in line with the segmented training strategy and other global and local initiatives
• Determine developmental needs by conducting training needs/gap analysis on a regular basis
• Responsible for identifying, developing and conducting all training for all teams in the department which includes all aspects of end to end service to the field
• Skill all new agents by delivering product, systems, process and Soft Skills training. Conduct and implement effective onboarding and orientation sessions.
• Provide ongoing support and coaching to supervisors and agents on a regular basis
• Collaborations between the QA team and needs of team on training.
• Develop and deliver refresher training/updated training as and when required
• Work hand in hand with the Service Centre & Credit Control Managers to develop and facilitate various other training programs and initiatives
• Assist Supervisors with the coaching of underperforming agents as and when required (in particular, during the Performance Improvement Process)
• Provide continuous training to all Agents on any new product updates or changes to processes
• Improve training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions
• Support training financial objectives by recommending budget items; controlling costs ensuring alignment with the Service Centre Manager, Credit Control & The National Sales Training Academy Manager.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks etc.
• Create and communicate all internal communication for New Business, Service Centre and Credit Control teams. Conduct monthly one on ones with the QA team, ensuring PMP’s and development plans are in place
• Conduct and Review Credit Control Gap analysis and assist trainer with action plan to resolve Gap monthly
• Assist and manage training plan from Credit Control.
• Assist with key training when needed to ensure uniformity within service teams and field expectations/needs
• Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions
• Oversee monthly proficiency test done by Credit Control trainer
• Reporting
• Develop, update, collate and distribute monthly training outcome reports
• Ensure all monthly reports are accurate and delivered by the specific deadline to both the National Sales Training Academy Manager and The Contact Centre Management
• Working along with the Senior Developer to moderate material and obtain SETA accreditation from relevant national bodies to leverage any possible training rebates
• Work closely with HR in acquiring the relevant SETA accreditation. All training registered to be digitally uploaded for ease of access by all departments and HR
• Projects
• Key involvement in department projects to ensure that training and development is supported.
• Key involvement in company projects when required to ensure that department is aligned from a learning and development perspective.
• Actively participate in UAT on all projects

Essential
We'd love you to have

• Matric Certificate
• 3 Year related Degree/Diploma (advantageous)
• Experience in designing and developing training material
• 3-5 years experience in a similar role
• Minimum 3 years experience in adult education
• Intermediate Excel skills
• Advanced Power Point Skills
• Ability to understand data
• Coaching and mentoring skills
• Excellent writing and grammar skills
• Presentation and public speaking essential

Desirable

• Experience in Quality Assurance
• Experience in using a learning management system
• Experience in curriculum designing
• Coaching and mentoring skills
• Attention to detail
• Excellent interpersonal skills
• Excellent computer skills
• Proficient in using an e-learning content authoring tool (e.g. Articulate Storyline)
• Strong verbal and written communication
• Presentation skills
• The ability to manage time effectively
• Process driven
• Analytically minded/problem solving
• Excellent listening skills
• Relationship building skills
• A passion for excellent customer service
• Passion for developing people
• Team player
• The desire to go the extra mile in any situation
• Ability to adapt to using various desktop applications
• High agility and embraces change
• Versatile and adaptable
• Train the trainer certification