Call Center Trainer

SUMMARY:
An international technology and outsourcing company based in Wembley, Cape Town, is seeking to employ a lively and experienced Call Centre Trainer to assist the team in training and developing their employees. (Role is based in CPT)

POSITION INFO:
Minimum Requirements:

• Matric / Grade 12 (required)
• Minimum 12 months experience in Learning & Development / Trainer role
• Certificate / Diploma (advantageous)
• An understanding of coaching, people development and training methodologies (essential)
• Native level / fluency in English (both verbal and written)
• Excellent Communication and customer focus (both verbal and written).
• Creation & management of Training plans

• Deliver Induction training to all new Call Center Operations staff
• Maintaining a high level of company and product knowledge
• Provide training in line with procedures addressing strategic and business needs
• Ensuring all possible avenues are undertaken to assist delegates to pass the training at the required level
• Offer training and development expertise and solutions
• Assist with completing Coaching and development initiatives with the Call Centre staff
• Identify knowledge gaps within Operations and deliver refresher training aimed at reducing risks
• Actively support the Operations by conducting floorwalking and providing process guidance to Agents & Team Leaders
• Design and deliver ongoing soft skills development initiatives
• Become fully aligned on Operations Delivery processes and Training / Quality standards
• Work with the Operations Leaders to develop knowledge transfer methodologies, to enable employees to learn and apply processes, policies & products in daily duties
• Identify any non-compliance to policy, procedures and business rules, and escalate to Operations Director
• Identify process / procedure improvement opportunities and work with operational leads to implement changes
• Provide ad-hoc analysis and presentation of process and knowledge data back to business as required and work with business to address any areas of weakness or concern
• Work closely with all Operations Delivery functions in order to share best practice, ideas and lessons learnt to further drive consistencies across the Operations
• Compile and deliver Training handover to Operations, of all trainees with strengths and areas of focus for each delegate (incl. attendance records, assessment scores, behavioural concerns etc.)

NB! This job is now closed. You can apply for other jobs by uploading your CV.