Temp. Contact Center Trainer/ Sales Coach

Job Title:  Temp. Contact Center Trainer/ Sales Coach

Location: Montego Bay - Jamaica

Reporting to: Learning & Development Supervisor and Global Senior Learning & Development Manager

Overview of Role:

The successful candidate will be responsible for identifying coaching needs, defining, and agreeing requirements with key stakeholders, developing materials and managing their delivery through to implementation.  You’ll work closely with contact centre management to analyze the coaching needs of our staff and develop appropriate coaching plans at department team, and agent level. The coaching will cover multiple aspects of technical systems and process compliance, as well as soft skills to enable appropriate conduct and style. This is an exciting opportunity to work in a multi-national environment.

Responsibilities.

(Including but not limited to)

• Create user-friendly coaching documentation, process maps, manuals, classroom activities and presentations.
• Deliver coaching programs with leading-edge learning and development techniques while creating a fun, productive learning environment.
• Compile and maintain Coaching Needs Analysis and action plans with Human Resources and other parties.
• Implement appropriate coaching evaluation tools to ensure continuous improvement.
• Provide constructive feedback and improvement plans on issues identified through coaching.
• Delivery of training through a variety of media, including face to face workshops; eLearning. and remote settings to include employee onboarding and induction training.
• Compile and track training records for all training delivered.
• Contribute ideas and feedback at weekly assessment meetings.
• Any other duties or activities as directed.

Required skills and knowledge:

Previous experience:

• Minimum of 6 months contact centre coaching experience in sales or customer service is required.
• Experience in training of apparel products.
• To succeed in this role, you will need to be a highly driven and adaptable individual with great interpersonal skills, cross-cultural respect and the ability to solve problems creatively.
• Strong administrative and organizational skills are also essential.

• Experience of creating and delivering coaching materials
• Experience in a sales / call centre environment essential!

Qualifications:

• Minimum 3 years’ experience in a similar role with at least 2 years’ experience in Training & Quality within a call center environment.
• Tertiary Education (Bachelor’s Degree Preferred) with majors in Psychology, Communications or Education
• Conducts audits and reviews/analyzes data and documentation
• Bilingual skills are a plus but not required.

MUST HAVE:

• Strong People Management and Leadership Skills
• Strong People Coaching Skills
• Strong Quality Monitoring and listening Skills

Our values

At Pens.com, we are guided by a set of core values that define our culture and approach to hiring:

Customers-First: 

We are committed to delivering exceptional customer experiences, both internally and externally. By understanding and fulfilling customer needs, we create impactful solutions that leave a lasting impression.

Continuous Improvement: 

We believe in the power of growth and evolution. Through open communication and a culture of innovation, we continuously strive to enhance our business and adapt to changing landscapes.

Goal-Oriented: 

We set clear objectives, remain disciplined in execution, and hold ourselves accountable for achieving measurable goals. Our focus is on driving results and making meaningful progress.

Integrity: 

We prioritize ethics in everything we do, ensuring that our actions are grounded in integrity and responsibility towards our planet, products, and people.

People-Centric: 

We value and respect every member of our team, fostering an environment where diversity is celebrated, contributions are recognized, and growth is encouraged.

Pay scales are determined by role, level, location and alignment with market data. Individual pay is determined through interviews and an assessment of several factors that that are unique to each candidate, including but not limited to, job-related skills, relevant education and experience, certifications, abilities of the candidate and pay relative to other team members. Our recruiters can share more information about our bonus program, benefits and equity during the hiring process. This job is also eligible for bonus/incentive pay.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation - no applicant will be penalized as a result of such a request.

About Pens.com

Pens.com's personalized promotional products are created for and inspired by small businesses. With 56 years of experience and serving 22 countries worldwide, Pens.com offers MORE value, savings and time to customers through expert guidance on a broad range of personalized promotional products, including writing instruments, stationery, drinkware, bags, gifts, and trade show accessories. Pens.com operates via a network of more than 10 facilities across North America, Europe, Africa, and Asia.​

To learn more, visit: www.PENS.com

Pens.com is a National Pen and Cimpress brand (Nasdaq: CMPR).​