Customer Services Training Facilitator

3 weeks ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
The purpose of the Customer Services Training Facilitator is to equip the Customer Services Team with the required knowledge and skills to deliver against our customer service experience ambitions. The role aims to develop short

To ensure that we optimise our service delivery to our customers and align with our teams, this role the working hours are a 40-hour work week scheduled according to a planned weekly schedule (any five days from Monday to Sunday (shift work), including public holidays) within legislative requirements.

**Job Objectives**:
Employee Centric Delivery
Executing on strategies for effective customer services learning & development with the goal of optimising Customer Services Agent performance to achieve our customer service experience ambitions.
Providing a learning channel that effectively transfers knowledge within the customer services team, to improve skill levels through knowledge transfer and skills development - delivering induction, product, systems, behavioural customer experience, refresher content and other adhoc requests.
Partnering with the People Training Design and Delivery teams, Customer Contact Leadership, and other cross-functional stakeholders to develop and deliver high quality training interventions and where required, to ensure that the outcomes and required units' standards for accredited training material is adequately delivered.
Conducting ongoing training needs analysis by liaising closely with the Quality Assurance Team and Contact Centre Leadership team - support the team with formulating development plans for all roles within the Customer Services environment.
Utilising a variety of training methodologies, techniques, concepts, learning tools and practices to ensure maximum effectiveness of learning interventions and training programs - creating knowledge and skills transfer environment conducive to providing the best possible learning experience.
Facilitate eLearning sessions, conduct training sessions for new intakes, new processes or business initiatives, or refresher training as needed.
Develop and conduct proficiency assessment or other diagnostic tool to determine learner’s level of learning.
Completing learning assessments, monitoring, and measuring the effectiveness of all training, and ensuring timeous improvement to content and approach based on feedback.
Conducting operational observation sessions and listening to live calls to identify any gaps to be remedied through the training experience.
Providing feedback on call-listening to the Customer Service Managers and Team Leads to ensure continuous improvement.
Assuming responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”.
Identifying learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to the Customer Service Managers and Team Leads - coaching Agents to facilitate the transition from training to full function.
Assisting with facilitating the operational training schedule (daily and periodic training calendar) and logistics planning related to regarding systems set-up, training rooms, training material and related training aids etc.
Ensuring training registers and surveys are completed for all sessions - accurately recording all learning and development interventions, attendance, and feedback - following up and rescheduling on non-attendees and extracting feedback for reporting.
Providing the Contact Centre Leadership team with relevant training reports pertaining to the training planning, attendance, and feedback - and additional insights gathered for decision making.

**Qualifications**:
Degree/Diploma/Certifications/Accreditations in Communications, Learning and/or Development, or equivalent.

**Experience**:
+2 years in a training facilitation or training design or delivery role in an operational customer services or retail environment or equivalent, with demonstrable practical experience in managing the development needs of large teams and successfully achieving improved service levels.

**Knowledge and Skills**:
Knowledge of training design and development templates and toolkits
Strong proficiency in MS Office 365 with advanced Excel skills
Experience in a retail or contact centre environment

**Applicant Feedback Policy**:

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