Medical Receptionist
7 days ago
Overall Purpose of the Job: We are looking for a dynamic Training Specialist to develop and deliver high-impact training programs in a fast-paced environment.
If you have a passion for coaching and driving business results, this is your opportunity to make a difference
Key Responsibilities:- Deliver technical product, sales, objection handling, and sales pipeline management training to enhance agent performance.
- Coach and mentor teams to elevate service quality and efficiency.
- Continuously improve training strategies and materials aligned with company SOPs.
- Ensure teams provide accurate, courteous, and consistent customer service.
- Act as a subject matter expert, driving knowledge excellence.
- Measure training effectiveness and support performance improvement.
- Collaborate with divisional managers to optimise processes and training.
- Conduct refresher courses and manage knowledge checks.
- Bachelor's degree in human resources, management, Training or Development, or any related area.
- Relevant Training Qualification.
- Listener (software) experience - advantageous.
- Call Centre experience - advantageous.
- Security or Operations management experience.
- Minimum 3 years relevant experience in the role is required.
- Computer literate skills.
- Solid experience with Microsoft Office.
- Experience in the security industry will be advantageous.
- Code 08 Driver's License.
- New Hire Induction & Onboarding: Conduct comprehensive induction training for all new agents. Ensure agents understand and comply with company policies, processes, and customer service standards. Provide hands-on product and system training to build agent confidence and competence. Ensure new employees have IT logins, phone logins, and all right requirements to complete job functions. Take ownership of all assets assigned for training purposes such as PCs, speakers, projectors, headsets, whiteboards, etc.
- Product, Technical & Soft Skills Training: Deliver ongoing product, technical, and service training to improve agent performance. Coach agents on effective communication, sales techniques, and problem-solving skills. Facilitate refresher training to reinforce key knowledge areas and address performance gaps.
- Performance Coaching & Development: Identify training needs through call monitoring, performance reviews, and feedback. Work with team leaders and managers to develop targeted coaching plans. Conduct one-on-one coaching sessions to improve agent efficiency and service quality.
- Compliance & Quality Assurance: Ensure all agents adhere to company policies, compliance regulations, and industry standards. Conduct regular knowledge assessments and quality checks to maintain training effectiveness. Provide feedback on service consistency and call handling based on quality audits. Support with ongoing QA Below Benchmark and Auto Fail training. Engage with the National QA Manager.
- Training Materials & Reporting: Develop and update training content, scripts, and knowledge bases. Maintain accurate training records, attendance sheets, and assessment results. Provide training reports and performance insights to management for continuous improvement.
- Continuous Learning & Support: Organize monthly training sessions and workshops to keep agents up to date. Assist with implementing new processes, tools, and customer engagement strategies. Act as a subject matter expert, ensuring agents stay ahead of industry trends and customer expectations.
- Administration: Updating and maintenance of CCC SOPs, memos, and Annexures. Updating and maintaining all CCC Training material. Updating and support regarding all CCC documentation requirements in line with internal and external Audits.
- Critical thinker with innovative problem-solving skills.
- Familiar with traditional and modern training processes.
- Strategic and creative mindset.
- Growth mindset.
- Excellent organisational and time management skills.
- Very good command of the English language.
- Meticulous attention to detail.
- Good project management skills.
- Communicate effectively with diverse personalities.
- Delivering results and meeting customer expectations.
- Coping with pressure and setbacks.
- Adapting and responding to change.
- Relating and networking.
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