Transcom

●     Promote communication and be open to feedback.

●     Keep motivation high by adapting the leadership style to individual needs.

●     Create an environment conducive to success by promoting and recognizing initiatives.

●     Ensure high employee satisfaction and attendance.

●     Promote teamwork and cooperation amongst team members and colleagues.

●     Lead by example.

●     Take full responsibility and the required action on disciplinary procedures.

●       Ensure that all members of the team meet targets consistently and become eligible for the Reward Fund.

Performance: 

●       Understand and meet production targets for different clients/projects.

●       Review and evaluate performance reports.

●       Meet production targets for the team.

●       Set up individual targets for each CSR and skill level.

●       Follow up on production targets for the team, CSR, and skill level.

●       Take full responsibility for team results.

●       Set priorities, within the company standards, in order to maximize own time management. & Propose and promote motivational activities.

●       Prepare and conduct appraisals.

●       Utilize coaching tools to identify your successes.

●       Schedule Adherence must be reviewed daily to avoid payroll anomalies.

  Training / Facilitation:

●       Develop Training Materials: Create comprehensive training materials such as manuals, presentations, videos, and other supplemental  resources to effectively convey information about the product

●       Conduct Training Sessions: Lead training sessions for employees, sales representatives, partners, or clients to educate them on the product's features, benefits, and usage scenarios.

●       Customize Training Programs: Tailor training programs to meet the needs of different departments, roles, or skill levels within the organization.

●       Stay Updated: Keep abreast of product updates, new features, and industry trends to ensure training materials and sessions are current and relevant.

●       Provide Hands-On Experience: Organize hands-on workshops or simulations to give trainees practical experience using the product.

●       Answer Questions and Provide Support: Address questions and concerns from trainees, providing clarification and assistance as needed.

●       Collect Feedback: Gather feedback from trainees to identify areas for improvement in the training program or the product itself.

●       Collaborate with Product Teams: Work closely with product managers and developers to understand the product roadmap and upcoming changes, incorporating this information into training materials and sessions

●       Assess Training Effectiveness: Evaluate the effectiveness of training programs through assessments, surveys, or other methods, adjusting strategies as needed to improve outcomes

●       Maintain Training Documentation: Keep training materials and documentation up to date, ensuring easy access for new hires or existing employees seeking refresher training.

●       Support Product Launches: Assist in the launch of new products or updates by providing training and support to internal teams or external partners.

●       Travel as Necessary: Depending on the company's needs, product trainers may need to travel to different locations to conduct training sessions or attend relevant events.

●       Manage daily communication with class through in-person or Chat tool

●       Connect with Floor Supports  on Learner progress

●       Analyze performance using reporting and determine where there are gaps or opportunity

●       Proficiency in reporting analysis and navigating detailed reports.

●       Strong organizational skills with the ability to multitask at ease.

●       Expert level coaching skills specific to the behaviors required to perform rep level job responsibilities, i.e.: call handling, division

●       Ability to easily pivot from administrative functions to group learning activities

Quality:

·       Have a clear understanding of quality expectations for the different clients and projects.

·       Set up quality goals for the team, CSR, and skill level to meet and exceed Client and Transcom expectations.

·       Be a specialist in quality observation and evaluation.

·       Monitor CSR's ensuring that each CSR receives feedback as well as a balanced quality evaluation.

·       Monitor with Clients as scheduled.

·       Provide continued teaching and coaching in order to reach set goals.

·       Follow up on quality goals for the team, CSR, and skill level.

·       Spend the appropriate time handling calls, making sales, or handling BO tasks.

Additional Specific Duties & Responsibilities:

·       Be actively involved in problem solving and propose improvements to processes.

·       Implement and respect company standard practices.

·       Conduct yourself in a manner consistent with the values of the organization.

·       Drive and foster a performance culture.

·       Make Transcom an enjoyable place to work.

·       Show leadership by developing people