Skills Coach

**Listing reference**: track_001196

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**EE position**:Yes**Introduction**:
The primary objective for appointing a Skills Coach in the Contact Centre includes providing, monitoring, evaluating and recording effective training activities. To design training material to help develop or improve job-related skills. The successful incumbent will be responsible for system, product, sales; customer service and soft skills as well as standard operating procedures training. They will provide support towards the achievement of maximum productivity, enhanced customer service and growth in line with the Contact Centre/Company strategy, company vision and values. To identify the training objectives, needs and outcomes and subsequently ensure that suitable training interventions are conducted.

**Job description**:
**RESPONSIBILITIES**:

- Initiation/onboarding of new recruits in the work environment
- Ensure that workplace is setup for new users with the appropriate access
- Liaise with training, QA; skills coaches & managers across various business units for new product launches; system updates; cross skilling of staff etc.
- Upkeep of skills gaps, reports and staff progress against skills matrix
- Assessment of skills and reporting of results for developmental purposes
- Delivery of training on the Company/Contact Centre strategy as defined
- Development of training and educational programs for the individuals and teams according to the gaps identified and optimizing of system efficiencies; cost reduction & customer service delivery
- Design learning programme frameworks that are fit for purpose and meet stakeholder requirements & recommend suitable development interventions to address any skills gaps identified
- Develop and implement a training plan that ensures attainment of goals and efficiencies
- Engage with the learning and development team to assist with internal training programmes
- Motivate and inspire learners by using appropriate learning resources
- Ensure all department SOPs are aligned to the ISO9001 framework
- Participation in department sales drives
- Training to external parties/intermediaries including regional staff
- Involvement in new projects rollouts - understanding the scope of the project; compiling/documenting standard operating procedures and training manuals where applicable and facilitation of training sessions
- Call listening & coaching (including side by side coaching) of agents
- Calibration sessions to improve call quality
- Sales training to increase lead to contract conversions
- User acceptance testing for new products and system integration
- Utilization of Tracker’s e-Learning platform
- Involvement in adhoc projects

**Minimum requirements**:
**REQUIRED EXPERIENCE & QUALIFICATIONS**
- Matric
- 3 Years Contact Centre experience of which at least 18 months should be Tracker Contact Centre specific
- Previous training; coaching or buddying experience advantageous
- Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material - advantageous
- Proficient in Microsoft Office suite
- Strong understanding of customer service; sales; QA & training process
- Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
- Deadline driven and adherence to schedule
- Knowledge of Processes: (Departmental specific e.g. Contracting; iEvolve etc.)
- Excellent Tracker System, Product & Interdepartmental Knowledge
- Logical thinking
- Able to work independently

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**REQUIRED COMPETENCIES**
- Strong business acumen
- Passion for people - customer service & sales
- The ability to influence the team
- Strong leadership skills
- High degree of emotional intelligence
- Professional
- Flexible
- Assertive
- TRACKER IS COMMITTED TO EMPLOYMENT EQUITY IN THE WORKPLACE