Innovation Group manages critical incidents in the car and home on behalf of the world's leading insurers, brokers and fleet managers, together with warranty and service plan provision for many OEMs and automotive dealerships, globally. We bring together a world-class supplier network, outstanding people and sophisticated technology platforms to provide thre...
Focuses on providing specialist upskilling on product, system and process relating to direct sales.
To ensure that all sales teams have thorough knowledge of the company and client products by delivering day to day learning and identify gaps across all levels of the business
1 - 2 years of professional experience in related field
TL within a sales contact centre 3 - 5 years
Transferring of knowledge to a diverse audience
Key Responsibilities
Proactively report and identify potential failures that might result in financial loss and breach of contract as far as SLA’s and operational technical standards are concerned.
Ensure staff is trained in line with project plan and go live date and equipped to deliver campaign sales requirements
Conduct gap analysis to assess level of skills
Conduct evaluations upon request and provide feedback to managers in times of risk and client concern
Help employees improve upon or enhance existing skills to deliver the best results for the customer
Design and deliver customer experience initiatives that will drive the business forward
Set, monitor and assess compliance to quality adherence in terms of processes, scripts, data capture, practices and procedures
Organize and prepare course plans.
Ensure achievement of high standards of product knowledge and adherence to protocols
Assist in conducting general and specific training programs to help workers maintain or improve job skills across all levels
Call evaluation conversations for compliance with corporate policies, procedures, products, and applicable regulatory guidelines are conducted
Living the company values
Align all acceptance training to TCF
Train employees for specific jobs
Direct structured learning experiences.
Design progression programs.
Modify training programs.
identify and conduct training required for new and veteran employees in order to continuously deliver the best performance
Evaluate and select training materials prepared by instructors such as training outlines, handouts and texts prior to training date
Assess and analyse training needs through surveys, interviews with employees or consultations with managers
Follow-up with team leaders on corrective action and escalate where necessary
Participate in meetings and presentations or other designated special projects assigned by management
Maintain a comprehensive working knowledge of polices, procedure, and benefits across all product, systems and applications
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