Contact Center Trainer / Coach

Job Title: Contact CentreTrainer / Coach

Location: Global Training Manager

Reporting to: Trainer

Overview of Role:

The successful candidate will be responsible for identifying training needs, defining and agreeing requirements with key stakeholders, developing materials and managing their delivery through to implementation.  You will work closely with contact center management to analyse the training needs of our staff and develop appropriate coaching plans at department team, and agent level. 

The training will cover multiple aspects of technical systems and process compliance, as well as soft skills to enable appropriate conduct and style.

PrimaryDuties&Responsibilities

• Creating user-friendly training documentation, process maps, manuals, classroom activities and presentations

  
  

• Delivering training & sales coaching programs with leading-edge learning and development techniques while creating a fun, productive learning environment

  
  

• Compilation and maintenance of Training Needs Analysis and action plans with Human Resources and other parties

  
  

• Implementing appropriate coaching evaluation tools to ensure continuous improvement

  
  

• Providing constructive feedback on issues identified through coaching

  
  

Requirements&Qualifications

• 2 years’ Experience of training / coaching sales & customer service personnel in systems, processes and soft skills

  
  

• Experience of creating and delivering coaching materials 

  
  

• Experience in a sales / call center environment essential 

  
  

• Strong administration and organizational skills essential

  
  

• English language skills to business standard

  
  

• Plus another European Language desirable 

  
  

What we will be looking for in 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.

You will love working with us because:

• We are a bright, kind, and motivated team. You can be your authentic self and are empowered to encourage others to do the same.

  
  

• We are a successful, fast-growing global company helping small businesses do big things.

  
  

• We are on a mission to deliver the most personal experience to our customers in everything we do.

  
  

• We love solving problems, thinking creatively, and testing innovative strategies.

  
  

• We take what we do seriously. We do not take ourselves seriously.

  
  

• We offer a great work environment with competitive compensation, flexibility and fun.

  
  

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.

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).​

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