Summary
The Sales Development Coach works collaboratively with the local Sales/Operation’s teams and with the Sales/Operation’s Leadership team to facilitate skill building in core competencies for Percepta’s front-line Sales Team and emerging Sales leaders. The role is responsible to perform needs assessments as necessary per site and/or program, assist in the creation and facilitation of curricula to support Percepta’s growth strategy, mission, and values. The Sales Development Coach assists the team with learning delivery, measurement, and coordination.
This role is responsible for developing and delivering educational materials and training needs for front-line staff development to help with performance gaps, job performance, and building bench-strength among the various sites/programs. As performance needs are identified, this role along with the Leadership Team will be called upon to work with Site Leadership to conduct needs analysis and design and develop training, skills assessments and coaching certification related to sales skills & operational development in alignment with Percepta values.
Responsibilities
Instructional Design Analysis and Evaluation
- Conduct front-end needs analysis to identify curriculum objectives and development needs. This includes working closely with the Senior Managers, Operations to identify scope, objectives, and approach of project
- Develop timelines and project plan for development, deliver project plan and receive approval of timeline. Develop training action plans for individuals and groups based on performance needs. Using Adult Learning Principles, select the most effective instructional methods for delivery including but not limited to eLearning, self-paced, in-person or virtual delivery methods
- Using defined program metrics, measure the effectiveness of training.
- Use project management methodology to define scope, timeline, costs, risks – project plans needed for all new launches and training workshops
- Provide project status updates and any risks in a timely manner. Partner with Supervisors and Managers to develop action plan to address risks and meet timelines
- Conduct post-project analysis to determine the quality of implementation and provide feedback recommending training modifications
Design, Development, and Implementation
- Design and deliver a consistent Training experience – focus on sales skills & techniques, servant leadership, personal leadership style/commitment to team, Percepta values, communications, and prioritization
- Provide continued live leadership coaching reinforcing Percepta Leadership training principles
- Design and deliver Operational Just in Time content – this is process and job-related training at the operational supervisor level
- Support the design and delivery of a consistent continued educational experience based on Operational needs – focus on coaching, staff development, company strategy, and communications
- Design and develop learning objectives and outcomes
- Design and develop facilitator and participant material for new hire and continuous training by project, using adult learning principles
- Design practical application scenarios including practice exercises, role plays, case studies, games and simulations
- Develop evaluations of content – knowledge checks – that are linked to the performance objectives to aid in validating content effectiveness
- Schedule and lead regular project meetings to include communication of project status and development
- Maintain source materials and final content in a shared location to be used for future development needs
Training Delivery and Coaching Certification
- Participate in “Train the Trainer” sessions conducted by the ISD and demonstrate proficiency in training before being considered certified to facilitate content.
- Training in several areas, including but not limited to new hire onboarding, up-training, and refresher training.
- Facilitate classes based on the objectives and agendas provided to maximize learner engagement and retention
- Using the adult learning principles, adapt instructional style based on learner needs.
- Analyze group dynamics and interpret non-verbal messages to determine that content is understood, and adapting approach to engage all delegates
- Conduct Triads with Coaching Roadmap participates until confident in their ability to meet certification requirements and then turn over to their managers. Provide feedback as necessary for those unable to meet certification requirements.
- Facilitate transition from Training to Production by supporting first week of Abay for all lines of business.
- Ensure all equipment and systems are in place prior to start of class, i.e., headphones, telephones, computers, and software functionality.
Training Management
- Manage all reporting for in class components including but not limited to attendance tracker, knowledge checks, simulated learning, and training performance metrics
- Review and approve weekly timekeeping of learners through onboarding and first week of Abay.
- Identify individual learner performance gaps and provide personal coaching sessions to help learners meet performance expectations
- Escalate performance issues and trends to the appropriate manager when identified
- When not in training, participate in taking calls, quality calibration sessions, and completes special projects as assigned.
Education
- Bachelor’s degree preferred, preferably in Education, Training, Leadership, and/or Organizational Development
Experience
- Minimum of 2 years of professional training and development experience
- 1-3 years of classroom facilitation experience preferred
- 1-3 years of instructional or Curriculum Design preferred
- Minimum 2 years Call Center experience
Skills
- Proficient and dynamic presentation style with an ability to connect, inspire, and adapt content and conversations to any audience
- Ability to create new training tools with minimal assistance
- Ability to identify changes specific to program, disseminate information as needed, and create tools in support of new information
- Proven ability to perform in a fast-paced environment and with minimal supervision
- Able to work a flexible schedule to include extended evening and weekend hours as needed
- Ability to work in a team environment as well as autonomously
- Ability to stand for long periods of time while delivering classroom training
- Advanced computer skills: Advanced Microsoft Word, Excel, PowerPoint, Outlook, Access, Internet and Visio, Intermediate SPSS, Microsoft Project, Advanced Adobe PageMaker and Photoshop
- Analytical, design and development skills. Methodical approach to requirements gathering, project planning, stakeholder management, and change management
- Strong attention to detail – you take a ‘big picture’ approach while still sweating the details
- Ability to travel as needed (Percepta has offices globally)
- Passion for learning with a growth mindset
- Creative and innovative instructional design skillset with an interest to try new methods and approaches
- Ability to think strategically and analytically to develop relevant, effective recommendations
- Excellent interpersonal skills
- Strong time and priority management skills and an ability to juggle multiple projects at once across multiple time zones
- Some domestic and international travel may be required
Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.