Call Centre Trainer

3 months ago


Cape Town, South Africa CallForce Direct Full time

Job Title: Call Center Trainer

**Job Summary**:
The call centre trainer is responsible for designing, developing, and delivering training programs for call centre representatives to ensure they have the necessary skills and knowledge to provide excellent customer service.

**Responsibilities**:

- Develop and conduct training programs for new and existing call centre representatives.
- Create training materials, including presentations and multimedia visual aids.
- Assess training needs and identify any training opportunities with Operations.
- Monitor and evaluate training program's effectiveness, success, and ROI periodically and report on them.
- Coach and provide feedback to trainees in the Incubation area to help them improve on their performance.
- Stay updated with industry trends and best practices in call centre operations and customer service.
- Collaborate with Operations management to identify training needs and assist in bridging performance gaps.
- Assist in the onboarding process for the Campaigns new intake.

**Requirements**:

- Proven work experience as a call centre trainer or similar role.
- Knowledge of learning principles and modern training techniques.
- Excellent communication and presentation skills.
- Proficiency in MS Office and Learning Management Systems (LMS).
- Strong organizational and multitasking abilities.

**Working Hours**:

- Monday - Friday 08h00AM - 17h00PM

(May change based on Operational requirements)

**Conclusion**:
The call centre trainer plays a vital role in ensuring that call centre representatives are equipped with the necessary skills and knowledge to deliver exceptional customer service. This position requires a blend of training expertise, industry knowledge, and strong communication skills.

Pay: R10,000.00 - R15,000.00 per month

**Experience**:

- trainer: 2 years (required)

Ability to Commute:

- Cape Town, Western Cape (required)

Ability to Relocate:

- Cape Town, Western Cape: Relocate before starting work (required)


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