BPO Trainer

At TTEC, we’re all about the Human Experience. Elevated. As a Trainer in Cape Town, South Africa you’ll be a part of planning, facilitating and managing the new hire training process for associates in training at TTEC, to include both client and TTEC required training courses while you also #ExperienceTTEC, an award-winning employment experience and company culture. TTEC has proudly partnered with CallForce to support the launch of our newest global location. CallForce is supporting us by hiring and onboarding our inaugural classes of customer experience professionals. You'll want to get in on the ground floor as many of our early employees in other markets have seen expedited career growth with TTEC.

Trainers provide, coordinate, analyze and consolidate all necessary training material and performance data in order to ensure that training is delivered in a timely and accurate manner, following client requirements and company standards. Trainers are expected to have a thorough working knowledge of TTEC policies and procedures as well as all client requirements related to training. Trainers are responsible for the overall performance and graduation outcomes of the new hires classes that they train. A Trainer's responsibility includes evaluating agents' performance and providing necessary coaching, development and performance management to ensure all new hire associates graduate from training successfully.

Specific Job Responsibilities

1. Learn and become an expert in all TTEC and client-required training materials and processes that are required for new hire training.
2. Coach, develop and performance manage all trainees under their supervision
3. Ensure that all performance and retention goals for each class are met for training classes under their supervision.
4. When required, deliver consistent and high quality training to new hire classes.
5. Manage all aspects of the training environment, including reporting requirements.
6. Identify improvements to training curriculum and provide recommendations to TTEC and client leadership
7. Manage all processes required for the training classes under their supervision, to include assisting with payroll processing, reporting, auditing, terminations, etc.
8. Represent the training organization in meetings and interactions with both Operations and client points of contact.
9. Provide timely feedback to the Senior Trainer regarding the skill set requirements and potential skill gaps seen in new hire associates.

Requirements

• Background in training and/or adult learning
• Strong management skills
• Experience in managing both individuals and teams
• Strong understanding of our business, core values, and goals
• Great interpersonal skills in dealing with a diverse population
• Open, honest, and empathetic manner when dealing with people
• High customer service orientation
• High level of integrity, honesty, and judgment
• Ability to respect and ensure strict confidentiality of customer data
• Demonstrated multi-tasking capability and proven success in fast paced environment
• Strong attention to detail and desire to follow procedures
• Strong verbal and written communication skills
• Proficient English, both written and verbal
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) or ability to learn technology quickly

Preferred Qualifications

• Grade 12
• Knowledge of call center business
• Call center experience
• Reporting