Assistant Manager - Sales Trainer - Banking
Posted 2 days ago
Posted 2 days ago
Description:
- Bachelors degree required with 35 years of experience in call center coaching, sales training coordination, or related roles.
Key Responsibilities:
- Coaching & Performance Improvement:
- Conduct regular one-on-one coaching sessions to address skill gaps and boost agent performance.
- Use call barging techniques to provide live guidance during customer interactions.
- Perform daily dip-stick call reviews and deliver immediate, personalized feedback.
- Develop and implement measurable improvement plans for underperformers, tracking progress closely.
- Quality Assurance:
- Conduct QA reviews of training activities and call center operations.
- Monitor calls (barge and dip-stick checks) to assess agent performance and compliance.
- Ensure training content and delivery meet company standards and best practices.
- Performance Tracking:
- Track participation, completion rates, assessment scores, and other training KPIs.
- Prepare detailed analysis of training outcomes, highlighting strengths and improvement areas.
- Compliance & Documentation:
- Maintain accurate records of training attendance, coaching sessions, call evaluations, and improvement plans.
- Ensure compliance with organizational policies and regulatory standards.
- Support audit preparation and documentation requirements.
- Reports & MIS:
- Prepare and distribute MIS reports and dashboards on training activities, coaching outcomes, and performance analytics.
- Training Coordination & Support:
- Collaborate with Sales Trainers to schedule and facilitate training sessions, workshops, and onboarding programs.
- Ensure training resources, materials, and logistics are ready in advance.
- Act as the primary point of contact for trainees regarding queries and support.
Skills & Competencies:
- Proactive and motivational coaching style focused on performance improvement.
- Strong collaboration and relationship-building skills.
- Attention to detail with high standards for quality and compliance.
- Adaptability and resilience in a dynamic, operational environment.
- Process-oriented with excellent organizational and multitasking abilities.
- Proven expertise in call monitoring, quality assurance, and performance coaching.
- Strong interpersonal, communication, and coaching skills.
- Data-driven mindset with analytical ability to interpret KPIs and prepare insightful reports.
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