Trainer / Talent Manager - Umhlanga Rocks, South Africa - Urban Lifestyle

Urban Lifestyle

Verified Company

Umhlanga Rocks, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Job Summary

A Call Center Trainer maximizes call center representatives effectiveness by ensuring representatives have thorough knowledge of products, services, can effectively use closing skills, troubleshoot, resolve problems and provide positive customer experience to existing and potential customer base.

Reports to:

Call Center Manager

Job

Responsibilities:

Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek oneonone assistance.
Prepares new representatives by conducting orientation to sales and service processes; developing individual coaching plans; providing resources and assistance; scheduling orientation and ongoing training.
Determines training needs by observing sales and service encounters; studying sales, technical, service and customer experience results reports; conferring with management.
Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
Supports training financial objectives by recommending budget items; controlling costs.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Engages in all sales

- and service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

Thorough understanding of competition within industry, and new product development and launches.
Develop training content
Performs all other duties as required
Compile daily report which must be sent to management by close of business
Compile weekly report which must be sent to management by close of business every Friday
Compile Monthly report which must be sent to management by close of business on the last working day of each month

Salary:
From R10 000,00 per month

Ability to Commute: