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Assistant Manager Training- Voice and Communications
3 weeks ago
Main purpose:
The purpose of the Voice and Communications Trainer is to deliver on the required training needs identified for the assigned operational business units.
- Drive the communications needs analysis for Floor Support Teams for on-time and quality delivery
- Manage Trainee competency and quality
- Conduct TNI & TNA to program the modules as per the process needs
- Conduct TNI through floor interventions
- Support Pre-Process Training as required for New Hire batches
- Manage IR / HR required processes during this time
- CSAT support and management through Agent Skill Mapping and development
- Conduct Business Quality management end to end with coaching and feedback
- Content revision and creation
- Analyse and identify internal/external customer requirements through data analysis and use training as a tool to resolve issues. Report accurate statistics
- Consistently achieve or exceed quality training and targets
- High proficiency in delivering impact training and facilitation;
- Strong planning, organizing and time management skills;
- High proficiency in verbal & written English;
- Strong communication and interpersonal skills;
- High attention to detail and accuracy;
- Exceptional administrative skills;
- The ability to work within a team;
- Self-motivated;
- Self-manageable;
- Strong customer service orientation;
- Proactive.
Experience required:
- 1+ years ' Energy and Utilities customer service call center experience advantageous
- 2+ years' experience in Learning & Development within a contact center environment
- Experience in facilitation of training with more focus on soft skills training (Required)
- Training, coaching and mentoring experience.
- Computer literacy at intermediate level (MS Office).
- CELTA Certification an (advantage)
- ODEDTP Qualification (advantage)
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