Call Centre Trainer

RESPONSIBILITIES:

-   He / She will be responsible to schedule and conduct internal training programs, on system usage and policy & procedure to ensure operational efficiency within the Call centre;
-   Ensure all training is conducted in due time to equip new staff to commence with go live / working;
-   Observing the daily operations of call centre employees and identifying any areas of improvement;
-   Ensure all training records are kept in personal files and updated regularly;
-   To remain abreast of the industry best training practices and to introduce such methodology to FlySafair training;
-   Organise and develop controls;
-   Measuring the effectiveness of training sessions and preparing individual or team progress reports;
-   Conduct Quality Assessments on all agents (old and new) on calls and Checks on bookings to ensure consistency and accuracy;
-   Overseeing the upkeep and amendments of the Call centre manual;
-   Interdepartmental liaison on training requirements and standards.
 

 REQUIREMENTS:

-    Matric;
-    At least 4 years’ experience working as a call centre trainer or team leader.
-    Proficient in Microsoft Outlook and Excel;
-    Strong teaching abilities and mentoring skills;
-    Be knowledgeable on training best practice worldwide;
-    Quality Management / Control Experience would be an advantage.
 
PERSONAL ATTRIBUTES:
 
-    Confident and assertive;
-    The ability to work under pressure;
-    Practice good time management and willing to work longer hours if the need arises;
-    Good interpersonal and communication skills;
-    Organised, systematic and detail orientated;
-    Initiate and manage workable solutions to problems;
-    Immaculate time keeping.

APPLICATION GUIDELINE: