Major Duties and Responsibilities

Training Development and Implementation :

• Develop comprehensive training materials and programs tailored to the needs of telemarketing staff, focusing on sales techniques, product knowledge, and compliance.
• Conduct onboarding training for new recruits and ongoing training sessions for existing staff to enhance their skills.

Coaching and Mentoring :

• Utilize a variety of coaching techniques such as role-playing, active listening, and one-on-one feedback sessions to support under performing and new recruited TMRs in achieving their full potential.
• Hold regular coaching sessions to provide personalized feedback based on performance metrics and recorded calls.
• Provide specific guidance and constructive feedback to help TMRs improve their performance.

Performance Evaluation :

• Monitor and evaluate agent performance through call reviews, metrics analysis, and direct observation.
• Identify areas for improvement and create customized development plans for individual agents, focusing on setting and achieving personal goals.

Motivation and Engagement :

• Foster a positive and motivating work environment that encourages teamwork, collaboration, and a growth mindset.
• Recognize and reward top performers and promote a culture of continuous improvement and learning.

Skill Enhancement :

• Implement ongoing training programs that focus on enhancing specific skills such as objection handling, sales pitches, and customer relationship management
• Establish a peer feedback system to enable team members to learn from one another.

Reporting and Analysis :

• Maintain accurate records of training sessions, performance metrics, and progress evaluations to track the effectiveness of coaching strategies.
• Provide regular reports to management on agent performance and training outcomes.

Compliance and Best Practices :

• Ensure that all telemarketers are compliant with company policies and relevant regulations, and that they understand ethical sales practices.
• Stay informed about industry trends and best practices to continually enhance the training curriculum.

Skills

• Strong coaching and mentoring abilities with a focus on individual and team development.
• Exceptional communication and interpersonal skills to motivate and engage team members.
• Proficiency in analyzing performance metrics and using data to inform coaching strategies.
• Ability to adapt coaching styles to meet the diverse needs of team members.
• Proficient with telemarketing software and CRM systems.

Experience

• Minimum of 3-5 years of experience in telemarketing, sales, or customer service roles.
• Previous supervisory or training experience in a telemarketing environment is preferred.

Qualifications

• Bachelor’s degree in Marketing, Communications or related field.
• Learn to know, fast learning and proactive person
• Motivated self-starter with a passion for teaching and developing others.
• Strong leadership qualities with a solutions-oriented approach.
• Positive attitude and resilience in a high-paced, results-driven environment.