Training Manager

**MAIN PURPOSE OF THE ROLE**

To oversee and manage the day-to-day New Hire Induction Training processes and to develop the Sales Facilitators.

**DUTIES AND RESPONSIBILITIES**

**Training Facilitation and Contact Centre**
- Solid understanding of classroom training methods, assessment tools and learning outcomes.
- Understand the working relationship between Sales and Training and how to establish processes to bridge the gaps.
- Sound knowledge of Insurance Sales Campaigns, systems, policies, and processes.
- Knowledge of contact centre systems and being able to analyse reporting and present to Senior Management.
- TTT experience at all levels
- Conducting GAP analysis across business and implementing structured Training interventions based on results.
- Sample moderation of classroom product and role play assessments and discuss findings with Trainers.
- Assist and Monitor Trainers methods of Role Play in class and assess effectiveness.
- Ability to demonstrate new content training delivery.
- Assist with facilitation as and when required.

**Sales Training & New Hire Induction**
- Good understanding of Sales Soft skills training modules
- Knowledge of working with skills modules for people with no sales experience. (Work Readiness Training)
- Solid Understanding of the different coaching and training methods.
- Working closely with Sales & Coaching Manager to link trends and ensure this is fed back into classroom training plan.
- Ability to assess delivery & training methods of Trainers and conduct interventions to improve and remediate.
- Work closely with Content Developer on role out Sales Training Modules and Learning Tools
- Understanding of the agent journey from Training through to Live environment.
- Be able to identify and recommend areas to improve the classroom experience (delivery and content) and demonstrate accordingly.

**People Management**
- Ability to manage and develop a team of Sales Trainers
- Strong EQ and Leadership style
- Motivate and inspire the training team.
- Ensure that Trainer and Learner engagement is prioritized.
- Manage and lead the team with Integrity and Honesty.
- Hands On Leadership approach
- Attend to Learner disputes and queries daily.
- Responsible for Trainer Personal Development plans
- Conflict Handling
- Strong Relationship Building ( Sales and Other Support Divisions)
- Ability to track, monitor and escalate matters day to day whilst following HR processes.
- Trainer Development - Upskill, Train the Trainer and performance management.

**Day to Day Operational Experience**
- Monitoring of all new hire and refresher training schedules, including POC.
- Form close relationships with Recruitment and Sales.
- Oversee CAP plan template is updated with accurate HC for classroom training.
- Populate weekly and monthly Operational report and verify information with Line Manager.
- Ensure smooth open channel of communication from Training, Sales and other relevant Support Divisions.
- Closely monitor classroom throughputs via Training Master Reports.
- Verify all Training Exits with Trainer and HR.
- Sign off along with Line Manager on all new hire groups into TB.
- Building relevant interventions with Trainers to support new starters.
- Responsible for ensuring the Training Room Environment is maintained in terms of H&S and that regular audits of equipment are carried out and signed off with Line Manager.
- Involved in all handover meetings from Training into Sales
- Monitoring speed to competency of groups moving from training to Sales.

**Advantageous**

**POC Testing**
- Train the Trainer, upskill, feedback into Sales on script flow and objection handling proposals.
- Working with ID on role out of test scripts and Trainer allocation.
- Understanding of different phases of the POC and training interventions at each stage.

**QUALIFICATIONS AND EXPERIENCE REQUIRED**
- Matric
- Facilitator, Assessor and Moderator qualification advantageous
- Minimum of 3 years' experience in Training Management and development of Sales Facilitators within a fast-paced high-volume environment.
- Managing a team that trains across various Outbound Sales Campaign, namely Insurances and Telco.
- Presenting of Training Stats, Reports & Plans to Senior Management.

**BEHAVIOUR AND COMPETENCIES REQUIRED**
- Excellent written and verbal communication skills.
- Good interpersonal skills
- Integrity
- Outcomes orientated.
- Positive attitude
- Good listening skills
- Conflict management
- Attentive
- Admin orientated.

Remuneration: A market related package including benefits.