Company Description
CBE Companies, the parent organization of CBE Customer Solutions and CBE Group, has been operating for over 90 years with a focus on ethical practices, impactful community involvement, and people-centric leadership. The company delivers innovative and compliant solutions, supporting global teams to meet the dynamic needs of its clients. Recognized for its industry-leading programs, CBE Companies is dedicated to advancing both businesses and communities through excellence and innovation.
Role Description
This is a full-time, on-site role for a BPO Sales Trainer located in Binãn. The Sales Trainer will be responsible for designing and delivering sales training programs, focusing on enhancing the sales techniques and customer service skills of team members. Daily tasks include conducting training sessions, evaluating trainee progress, providing constructive feedback, and tracking the outcomes of training initiatives. Collaborating with managers to identify training needs and ensuring consistency in communication and service standards are also key aspects of this role.
Purpose of the Position
Trainer I is considered an entry level learning and development position at CBE Companies.The individual in this role will be spending their time learning and developing their own skills as a trainer. Trainer I will focus more attention on training of internal employees with less of a focus on the client and development of training content. Trainer I is expected to focus on their delivery and how it drives retention of the training material.
Education and Experience Preferences
- Minimum 1-2 years in sales and/or collections (voice).
- Proven experience in:
- Objection Handling
- Negotiations (Payment plans, settlements, upselling/retention)
- KPI-driven environment (sales quota and conversion)
- Experience working with US-based clients/ direct communication style.
- Must be proficient in Word and PowerPoint, Excel knowledge a plus
- Excellent communication skills which would include making presentations in front of large groups of people as well as one-on-one coaching and developing
- Ability to multitask effectively
- The ability to motivate and encourage new employees
- Must demonstrate the ability to manage large and small groups of people in a classroom environment
- Must have a self-motivated personality with the ability to transfer your energy and enthusiasm to large and small groups
- Strong desire to help others succeed both personally and professionally
- Drive for excellence and passion for continuous improvement
- Ability to travel to other branch locations if needed
Duties and Responsibilities
- Drive revenue outcome through training effectiveness
- Develop negotiations, objection handling and closing behaviors.
- Bridge training to production KPIs ( RPC, Conversion rate, PTP etc.)
- Conduct 1-5 week new-hire training for classes that range from 5 to 36 representatives
- Teach and educate new hires on the various systems used in the call center
- Coordinate and facilitate the bi-annual education and testing of the annual Privacy and Security Training and any client specific required trainings as needed.
- Implement policies and procedures in the training environment
- Develop sound practices in new employees to be used once they are released from the classroom
- Be a leader by example
- Review course material and recommend changes, additions or deletions to enhance the effectiveness of the program; update course materials as directed
- Facilitate course/event set-up, including preparation and production of course materials and evaluations; maintain appropriate attendance records and rosters
- Act as the supervisor for new hires while they are engaging in new hire training
- Mentor, coach, and evaluate new hires to ensure classroom training success
- Understand, encourage, and exhibit CBE's Core Values; Leadership, Respect, Innovation, Continuous Improvement, and Integrity
- Be a role model and exhibit CBE's Pledge to Ethical Excellence at all times.
- In addition to the responsibility of new hires and training classes, this position will, in some cases, supervise and direct one or two team captains/training assistants in leading, developing, and guiding them to assist efficiently with training classes
- Make recommended hiring decisions
- Make a recommendation for termination or disciplinary action
- Approving or denying time off during training
- Completing training performance reviews
- Suggestions for transfer opportunities
- Assigning work duties outside of training
- Change workload priorities
- The Company reserves the right to change or assign other duties to this position as appropriate.
- Must be able to perform the essential job duties of the position. Reasonable accommodations will be provided to qualified individuals with disabilities.
- Must be able to remain in a stationary seated position up to 85% of the work shift.
- Must be able to occasionally move about inside the office to access office machinery, file cabinets or attend meetings.
- Must be able to operate a computer and other office productivity machinery, such as a calculator, copy machine, printer, scanner, fax machine.
- Must be able to exchange accurate information with co-workers, consumers, and/or clients or vendors who have work-related inquiries.
