Phone Skills Training Specialist

Job Summary:

The Metal Supermarkets Learning and Development team is seeking an analytical and detail-oriented Phone Skills Training Specialist to provide added Quality Assurance support to our network of 120 franchise and corporate stores throughout North America and the UK. Your primary responsibility will be to listen to recordings of customer phone calls, evaluate and score the performance of our Customer Service Representatives, and communicate your findings and coaching/training suggestions to the appropriate Franchisee/Manager. You will also be a key member of our growing Learning and Development team, assisting in the design, delivery, and administration of Metal Supermarkets University (MSU) blended learning solutions. By assessing these phone interactions, and supporting our various learning and development initiatives, you will play a crucial role in improving the sales skills of our network and enhancing the overall experience for Metal Supermarkets customers.

Responsibilities:

• Analyze recordings of customer phone calls and evaluate employee performance using our Phone Skills Assessment form.
• Facilitate review meetings with Franchisees and/or Managers to discuss assessment findings and provide constructive feedback.
• Suggest areas of improvement, training solutions, and coaching plans that can be used to help improve future sales and customer service performance.
• Track and publish Phone Skills Assessment results, evaluating and communicating common discoveries and trends.
• Assist in designing and delivering various Phone Skills training (webinars, in-person, eLearning) to our network of stores.
• Assist in updating and administering the Metal Supermarkets University Learning Management System.
• Coordinate communications and follow-up activities for ongoing webinar series.
• Stay up to date with industry trends and best practices in retail sales, customer service, and learning and development.
• Participate in other special projects and duties as requested or assigned.

Qualifications:

• University or college education, preferably in business, education, learning and development, or a related field.
• Proven success in sales, preferably in a franchise or multi-location retail environment.
• Advanced knowledge of retail sales and Phone Skills best practices and principles.
• Strong training, presentation, and facilitation skills.
• Exceptional attention to detail and analytical skills.
• Confident and clear verbal and written communication skills.
• Ability to work independently as well as collaborate effectively with team members, franchisees, and managers.
• Proficiency in MS Office applications (PowerPoint, Word, Excel, Outlook, Teams).
• Experience with Learning Management Systems (LMS). SmarterU experience an asset.
• Experience with Zoom Phone System software an asset.
• CTP or CTDP certification an asset

About Us
Metal Supermarkets is the world’s largest supplier of small-quantity metals with 120+ stores across the U.S., Canada, and the U.K. in addition to our growing eCommerce business. Known as “The Convenience Stores for Metal”, Metal Supermarkets offers 8,000 different metal types, grades and shapes to both business and consumers, all cut to size with no minimum order quantities! Additional services such as cutting, bending, shearing, punching and delivery are also offered, making Metal Supermarkets your one-stop shop for all or your metal needs.

What’s in it for you?
Exciting opportunities await you when you join our dynamic and rapidly growing company! Metal Supermarkets has always been a leader and pioneer in the small-quantity metal industry, and you'll have the chance to significantly contribute to our continued growth and success. Our comprehensive Metal Supermarkets University training program equips you with the knowledge and skills needed to excel in your role and help guide you on your continual journey of professional development. We understand the importance of work-life balance, which is why we offer a flexible hybrid work environment that will help you to thrive both in and out of the office. And let’s not forget about the perks! To help ensure your hard work is duly rewarded, we offer a competitive compensation and vacation package, health and dental benefits, RRSP contribution matching, and more!

If you are ready to embark on an exciting career path in a company that's reshaping an industry, Metal Supermarkets is the place for you. Join us and experience the power of metal like never before!

Location: 5399 Eglinton Avenue West, Toronto, Ontario M9C 5K6

Job Type: Full-time

Salary: $50,000.00-$70,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site gym
• On-site parking
• RRSP match
• Vision care

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Toronto, ON M9C 5K6