Technical Trainer

Job Description

We’re powered by purpose Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector. As a Technical Trainer sitting across the Sales Team, you will play a crucial role in ensuring the continuous improvement across this team. You will be responsible for designing, developing, and delivering comprehensive training programs to equip our Sales Team with the skills and knowledge necessary to deliver exceptional customer experiences. Key Accountabilities Training Program Development Design and develop training materials, modules, and curriculums for new hire training, ongoing skill development, and product/service updates. Ensure training programs are tailored to a sales environment, incorporating sales methodologies and sales techniques that build sales competencies and drive results. Training Delivery Facilitate engaging and interactive training sessions for our Sales Team in person and virtually to ensure comprehension and retention of key concepts. Performance Evaluation Define and monitor KPIs related to training impact, such as onboarding speed, increased sales performance, and improved adoption of tools or methodologies. Regular assessments and evaluations should be conducted to measure training programs' effectiveness and identify areas for improvement. Individual Coaching Provide one-on-one coaching and feedback to agents to address performance gaps and enhance skill development. Product and Process Knowledge Stay updated on company processes, services, policies, and procedures to ensure accurate and relevant training materials. Be the subject matter expert and key contributor for all knowledge base articles and adapt them to business and operational needs. Continuous Improvement Proactively identify opportunities to enhance training programs, methodologies, and delivery techniques based on industry best practices and stakeholder feedback. Documentation and Reporting Maintain accurate records of training activities, attendance, and performance metrics. Generate reports to track the progress and effectiveness of training initiatives. Skills, knowledge and experience Proven experience in contact centre operations and training within a sales environment ideally. Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences. Excellent interpersonal skills and the ability to build rapport and trust with trainees and colleagues. Proficiency in instructional design principles and adult learning methodologies. Knowledge of contact centre technologies and customer relationship management (CRM) systems. Detail-oriented with strong organisational and time management skills. Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously. Our Values We’re Switched On We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights. We’re Bold We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas. We’re One We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking. We’re Impactful We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives. Our Benefits Power your career ️ Learn from industry experts, experienced leaders, and on-the-job opportunities. Work away Get a creative boost working overseas for 4 weeks in a rolling 12-month period. Access parental leave Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. Work with flexibility We’re a hybrid workplace, balancing time in the office with remote work. Take a floating public holiday Acknowledge a significant day your way with family and friends. Be rewarded Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. Get paid to take a break ️ Get one extra paid leave day per quarter for what makes you happy. Inclusion at Mable Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates. People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply. We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech. If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for! We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant. Where to find us online Careers Page - Glassdoor - YouTube - Instagram - Facebook - LinkedIn - #J-18808-Ljbffr