Job Title: Contact Centre Sales Coach

Location: Tunis

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. Youll work closely with contact centre management to analyse 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.

What you will do:

• 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 on issues identified through coaching

What we need from you:

• 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 organisational skills are also essential.
• Experience of coaching sales & customer service personnel in systems, processes and soft skills
• Team Lead experience is a plus
• Experience of creating and delivering coaching materials
• Experience in a sales / call centre environment essential
• English language skills to business standard
• Italian language is a plus

About National Pen

At National Pen we provide high value promotional products for businesses and professionals by providing expert knowledge and effective promotional products. With a workforce from over 30 different countries with 19 working languages, we provide a very diverse and multi-cultural environment with on-going training to provide you with the tools to be successful.

*Please send CV in English