Contact Centre Trainer/bpo

3 days ago

Cape Town, South Africa F and G Sourcing Specialist Full time

Our **Advertising Services** client is seeking a **Contact Centre Trainer/BPO (Business Process Outsourcing) Trainer **to join their team based in **Cape Town**

**Purpose of the Job**:Facilitate products, soft skills, and systems training in a fast-paced contact centre environment. Play a part in achieving both the company's and our client’s business and strategic objectives.

**Salary**:R20 000 CTC -This would include a R1000 night shift allowance. Over and above a monthly KPI is paid if the Trainer reaches their targets

**Working hours**:International only, i.e. our Trainers start anytime from 3 pm - onwards, at latest 8pm and work an 8 hours shift

**Benefits**:They offer medical aid and provident fund however the employee covers 100% of their cost to the company package.

**Requirements**:

- Matric
- Minimum of 2 years previous experience in product, systems, and/or soft skills training
- Qualified accredited assessor
- Coaching qualification (advantage) or coaching experience
- Experience assessing learning outcomes
- Training experience relevant to a contact centre and/or other high-volume environment?
- Advantageous to have financial services experience/qualifications to cater to financial services-specific campaigns

**Job description**:

- Training preparation and facilitation.
- Update lesson plans, training material and versions to be used in the facilitation of training in accordance with our curriculum, systems and/or product changes.
- Be an industry thought-leader.
- Constantly look for ways to up-skill and familiarize yourself with business-related developments and enhancements in the industry. Constantly seek ways to improve the training experience and share your ideas with your colleagues.
- Coach and develop new employees and trainees.
- Provide additional support to the new agents during the first full month throughout our training phases and into full production.
- Identify development gaps.
- Identify development gaps of trainees and new agents to assist their managers with helping our new employees achieve optimal performance.
- Provide ongoing feedback to the recruitment team to assist in the improvement of the calibre of future hires.
- Reporting and Assessments.
- Conducts and submits Skills gap analysis reports for existing staff as required.
- Submit daily reports.

**Job Types**: Full-time, Permanent

**Salary**: R15 000,00 - R18 000,00 per month

**Education**:

- Primary (preferred)

**Experience**:

- product, systems, and/or soft skills training: 2 years (required)
- assessing learning outcomes: 2 years (required)
- Training -relevant to a contact centre: 2 years (required)
- Training preparation and facilitation.: 2 years (required)

License/Certification:

- Qualified accredited assessor (required)
- Coaching qualification (advantage) or coaching (preferred)

**Location**:

- Cape Town, Western Cape (required)

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