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Trainer - Call Centre
2 weeks ago
RESPONSIBILITIES:
- The Trainer 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 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.
Job Types:
Full-time, Commission
Ability to commute/relocate:
- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)
Education:
- High School (matric) (required)
Experience:
- Trainer (preferred)
Language:
- English (required)
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