Contact Centre Trainer

2 weeks ago

Cape Town, Western Cape, South Africa Kudough Credit Solutions Full time

Job Description Trainer


The Kudough team is seeking a Trainer that will be responsible for training new and existing contact centre employees and support staff to learn our product and systems and supporting employees to improve their performance.

The duties include creating content for our training modules, conducting training sessions both for

Kudough and potential clients, identifying skills gaps and coaching for improvements.

We are looking for a dynamic call center trainer to join our company.

You will be responsible for scheduling and conducting training sessions for both new and existing call center agents, developing training manuals, keeping to the training budget and supporting employees to achieve their KPIs.

If you are energetic, vibrant and have a passion for training staff, then don't hesitate to apply.

Key Responsibilities:

The position will involve:

  • Researching best training methodologies and keeping abreast of new training programmes that would benefit the company and the employees
  • Developing call centers' education materials, such as digital presentations, howto manuals, and instructional videos.
  • Identifying training needs by evaluating strengths and weaknesses within Teams
  • Transition new joiners into roles, through role specific training interventions
  • Keeping abreast of the competitors to Kudough and including this as part of training
  • Preparing procedures and policies regarding sales techniques.
  • Scheduling and conducting training sessions for both product and systems for new and existing employees
  • Training experienced employees on new or updated call center processes or products to improve their performance.
  • Translating skills requirements into training
  • Facilitate & manage the delivery of training programs.
  • Liaising with team leaders and managers to conduct onthejob coaching.
  • Measuring the effectiveness of training sessions and preparing individual or team progress reports.
  • Manage administrative tasks required in the training role.
  • Managing the training budget in conjunction with your line manager
  • Conducting and sitting in on QA calibration to better understand potential gaps for areas off improvement

Key Requirements:

  • Minimum requirements of a National Senior Certificate/Matric
  • A bachelor's degree in human resources, or a related field is beneficial.
  • At least 2 year's experience working as a call center trainer or team leader.
  • Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.
  • MS Teams, Proprofs will be beneficial
  • Excellent knowledge of sales techniques and customer service best practices.
  • Strong teaching abilities and mentoring skills.
  • Good communication, interpersonal, and conflict resolution skills.
Ability to provide leadership to personnel in a fast-paced and stressful work environment.

  • Good understanding of financial services industry
  • Good administrative skills
  • Collaborate effectively with others in fast changing environment
  • Strong multitasking skills and ability to work under pressure
  • Strong computer literacy
  • Excellent knowledge of Credit Bureaus

Key Competencies:

  • Financial acumen
  • Excellent communication skills
  • Highly articulate verbal communication skills
  • Fast, accurate and competent written communication skills
  • Proficient understanding of personal financial wellbeing
  • Knowledge of training principles & be familiar with different training delivery methods.
  • Proven ability to conduct needs analysis and translate into training interventions.
  • Proven ability to present complex information in a simple, easy to understand way.
  • Familiar with Talent Management and Succession Planning principles
  • Principled and ethical behaviour
  • High attention to detail
  • Excellent time management
  • Excellent problemsolving skills
  • High levels of honesty, accountability and integrity
  • Ability to multitask
  • Ability to work in a team and individual basis
  • Team player
  • Good Listening skills
  • Target driven
  • Lives the Kudough Values
Expected Start Date: 08/01/2023

Job Types: 6 months of probation, upon the end of the 6 month period a Full-time Contract, will be reviewed provided the expectations from the probation period is met

Job Types:
Full-time, Permanent, Graduate

Salary:
R16, R18,000.00 per month

Application Question(s):

  • Do you live within 20kms of Cape Town central?

Education:

  • Diploma (required)

Experience:

- training and call centre: 2 years (required)

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