Call Centre Trainer

2 weeks ago

Kempton Park, South Africa Safair Operations Full time

**Safair Operations, operating as **FlySafair**, has a vacancy for a **Call Centre Trainer** **at our head office in **Bonaero** **Park.**
**The successful applicant will report to the **Customer Service Manager.**

**RESPONSIBILITIES**:

- **He / She will be responsible to schedule and conduct internal training programs, on system usage and policy & procedure to ensure operational efficiency within the Call centre;**:

- **Ensure all training is conducted in due time to equip new staff to commence with go live / working;**:

- **Observing the daily operations of call centre employees and identifying any areas of improvement;**:

- **Ensure all training records are kept in personal files and updated regularly;**:

- **To remain abreast of the industry best training practices and to introduce such methodology to FlySafair training;**:

- **Organise and develop controls;**:

- **Measuring the effectiveness of training sessions and preparing individual or team progress reports;**:

- **Conduct Quality Assessments on all agents (old and new) on calls and Checks on bookings to ensure consistency and accuracy;**:

- **Overseeing the upkeep and amendments of the Call centre manual;**:

- **Interdepartmental liaison on training requirements and standards.**

***

**REQUIREMENTS**:

- **Matric;**:

- **At least 4 years’ experience working as a call centre trainer or team leader.**:

- **Proficient in Microsoft Outlook and Excel;**:

- **Strong teaching abilities and mentoring skills;**:

- **Be knowledgeable on training best practice worldwide;**:

- **Quality Management / Control Experience would be an advantage.**

***

**PERSONAL ATTRIBUTES**:

- **Confident and assertive;**:

- **The ability to work under pressure;**:

- **Practice good time management and willing to work longer hours if the need arises;**:

- **Good interpersonal and communication skills;**:

- **Organised, systematic and detail orientated;**:

- **Initiate and manage workable solutions to problems;**:

- **Immaculate time keeping.**

**APPLICATION GUIDELINE***:

- For more information please contact:
**Ndileka Magula

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