Trainer - BPO/Call Center

Found in: Talent ZA C2 - 3 weeks ago


Cape Town, South Africa Telebest Full time

Responsibilities:

  • Plan, facilitate, and deliver ongoing process training in an international BPO environment.
  • Ensure that our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service.
  • Serve as the subject matter expert, elevating the knowledge level of our staff to meet the expectations of leading global brands.
  • Measure the effectiveness of training programs and provide guidance and support to associates and supervisors for performance improvement.
  • Collaborate with the Operations team to provide regular reports on training progress and identify opportunities for process or training improvements.
  • Review training content regularly to incorporate updates and changes.
  • Participate in internal and external calibrations to maintain consistency in training delivery.
  • Conduct refresher training based on Training Needs Identification (TNI).
  • Manage knowledge checks for new hires and production staff.

Requirements:

  • Fluent in English with strong written and verbal communication skills.
  • Exceptional customer and client handling skills.
  • Experience in process, soft skills, and up-skilling training.
  • Minimum of 2-3 years of hands-on training delivery experience, preferably in a BPO environment.


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