Contact Centre Trainer

SUMMARY:
Overview
Our client in the Academia Industry is seeking a Contact Centre Trainer to join their team. The successful incumbent will be responsible for ensuring that all employees in the contact centres are equipped with the skills and knowledge required to enhance performance, quality, and excellent customer service.

POSITION INFO:
Minimum Requirements

• Grade 12 / Matric
• Previous Experience in a Training Role: At least 2-3 years of experience as a trainer, preferably in a call centre or customer service environment.
• Experience and knowledge in Call Centre Operations: Understanding of call centre systems, processes, and key performance indicators (KPIs).
• Performance Assessment and Feedback: Proven experience in monitoring, evaluating, and improving agent performance.
• Computer Literacy: Advanced skills in Excel.
• Familiarity with using LMS platforms for training delivery, tracking agent progress, and generating training reports
• Basic knowledge of content creation software (e.g.,Canva, Articulate) for designing engaging training materials and visuals.

• Deliver product, process and system training in alignment with company standards and processes for new and existing call centre agents focused on performance, quality, call handling and customer service skills.
• Facilitate onboarding/induction training for all new staff to the business (including staff not in the Contact Centres).
• Develop, review, and update training materials based on evolving product knowledge, customer service protocols, and any process changes.
• Offer additional training or refresher courses for agents, especially those who are struggling with performance or where gaps have been identified.

• Assess the requirement and effectiveness of training programmes through discussions with Departmental Managers around departmental performance metrics, feedback, and agent development, to ensure continual growth.
• Conduct regular gap analysis surveys with staff and review findings from periodic performance management discussions to identify agents and areas at risk.
• Prepare training reports and gap analyses reports for management.
• In collaboration with the HR Manager, maintain accurate records of training sessions, attendance and assessment results.