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Virtual Training Manager

1 week ago

Cape Town, Western Cape, South Africa Wear The Shield Full time
Wear The Shield is seeking a skilled Virtual Training Manager to develop and deliver technical, procedural, and soft-skills training materials for our employees. This full-time, remote role offers long-term growth within an established organization.

As a key member of our team, you will be responsible for:

  1. Training newly hired agents on customer service best practices.
  2. Conducting 1:1 and group training sessions for new hires.
  3. Leading Zoom training sessions on customer service excellence.
  4. Assisting with creating Standard Operating Procedures (SOPs) and developing training curriculum.

To be successful in this role, you should have:

  • 1-2 years of experience in customer service training.
  • 3-5 years of BPO experience in the customer service industry.
  • Familiarity with e-commerce tools/software such as Gorgias, Shopify, Zendesk, etc.
  • Knowledge and experience in e-commerce.
  • Experience with CRM tools like HubSpot and Monday.com.

Additionally, you should possess:

  • Excellent communication skills, both written and verbal.
  • Exceptional coaching, planning, and organizing skills.
  • Strong attention to detail.