Sme Trainer/ Advisor Trainer

2 weeks ago

Cape Town, South Africa ABC Worldwide Full time

**In need of Advisor/ SME Trainer (Call Centre)**

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross
- and up-skill training, and reporting to process owners

**Needs**
- Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
- Monitors and completes daily attendance tracking during the entire process training until nesting
- Campaign experience - Insurance or Utilities
- Formulates effective activities, exercises or assessments for learning improvement
- Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
- Ensure compliance to client and organizational policies and procedures
- Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
- Deliberate to identify new hires’ needs in training and nesting
- Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
- Deliver the training content/context based on the agenda/curriculum
- Demonstrate effective leadership to individuals including new hires and tenured agents
- Implement and demonstrate efficient training methods
- Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
- Participate in client calls and visits with the supervisor’s guidance
- Collaborate with the quality and operations teams for process improvement
- Conduct team huddles and provide floor and online support on process updates
- Develop and implement an effective system for process updates as and when required by the process/clients

**Education**
- Matric and above

**Experience**
- At least 12 months in BPO/ Call Centre environment

Please send contact details to

James Knoll

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