Call Centre Trainer

2 hours ago

Mount Edgecombe, South Africa International Call Group Full time

We are seeking a skilled and enthusiastic **Call Center Trainer** with hands-on experience using Siebel CRM software to join our team. As a Call Center Trainer, you will play a pivotal role in equipping our call center agents with the knowledge and skills they need to provide excellent customer service while efficiently utilizing Siebel CRM to manage customer interactions. You will be responsible for creating training materials, conducting sessions, and ensuring that all agents are proficient in using Siebel to deliver exceptional service.

If you are passionate about training, have experience with Siebel CRM, and enjoy helping others succeed, we would love to hear from you

**Key Responsibilities**:

- **Training Development and Delivery**:

- Design, develop, and deliver training programs focused on Siebel CRM and customer service techniques.
- Conduct training sessions for new hires and ongoing development for existing call center agents, ensuring mastery of Siebel functionality.
- Create training manuals, guides, and multimedia resources to assist agents in learning Siebel CRM.
- **Siebel CRM Expertise**:

- Provide in-depth training on Siebel modules, including customer interaction management, case management, and reporting features.
- Ensure agents understand Siebel navigation, ticket handling, escalation procedures, and data entry standards.
- Troubleshoot and assist agents with any Siebel-related issues during training or in their daily activities.
- **Monitoring and Performance Evaluation**:

- Assess trainee performance through quizzes, role-playing, and practical exercises.
- Provide feedback and coaching to agents on improving their use of Siebel CRM and overall customer service skills.
- Track training progress and effectiveness, adjusting training content as necessary to meet the needs of the team.
- **Collaboration and Communication**:

- Work closely with the call center management team to identify training needs and improve team performance.
- Facilitate workshops and group discussions to reinforce best practices.

**Required Qualifications**:

- Proven experience as a Call Center Trainer, with at least 2 years of experience in a call center environment.
- In-depth knowledge of Siebel CRM, with hands-on experience in its use and training others.
- Strong presentation and communication skills, with the ability to engage and motivate trainees.
- Experience in creating training materials and delivering both virtual and in-person training.
- Ability to assess training effectiveness and adjust content to suit the needs of diverse learner groups.
- Exceptional interpersonal and coaching skills, with the ability to work collaboratively with call center staff and management.
- Strong organizational skills, attention to detail, and ability to manage multiple training sessions.

WhatsApp - 063 153 8097

**Experience**:

- trainer: 1 year (required)

Work Location: In person

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