Specialist SME at Innovation Group South Africa

Role Overview  

• 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

Closing Date: 18th, July 2022