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Trainer - BPO/Call Center Specialist

2 months ago

Cape Town, Western Cape, South Africa Telebest Full time

As a key member of the Telebest team, the Trainer - BPO/Call Center Specialist plays a vital role in delivering process training and elevating the knowledge level of our staff in an international BPO environment.

Key Responsibilities:

  • Plan, facilitate, and deliver ongoing process training to ensure our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service.
  • Collaborate with the Operations team to provide regular reports on training progress and identify opportunities for process or training improvements.
  • Review training content regularly to incorporate updates and changes, and maintain consistency in training delivery through internal and external calibrations.
  • Conduct refresher training based on Training Needs Identification (TNI), and manage knowledge checks for new hires and production staff.

Requirements:

  • Fluent in English with strong written and verbal communication skills.
  • Exceptional customer and client handling skills, with experience in process, soft skills, and up-skilling training.
  • Minimum of 2-3 years of hands-on training delivery experience, preferably in a BPO environment.