Training Facilitator - Cape Town, South Africa - Capability BPO

Capability BPO

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

As a Training facilitator you will be directly responsible for the performance of trainees in the training phase.

These will include all levels of staff going through initial new hire customer advisor training and upskilling of existing advisors.

Skills and Knowledge

Minimum Matric
Training qualifications preferable
Successful track record and a minimum of 2 year + training for BPO on an international campaign
Advanced English language skills
Advanced computer literacy skills
Knowledge of Training Methodologies
Proven ability of trainee development

Responsibilities:

Training program from day 1 of induction
Design competency tests and content
Implementing new teaching and training techniques, as well as evaluating existing techniques
Assist in program development with new products and/or services
Reports individuals' progress and identifie additional training needs analysis
Develop, implement and modify training program to ensure effectiveness of programs delivered to call center/customer service personnel
Training out of new products to all staff when new products/changes to process etc. occur
Assist the training manager with daily operation of the call centre to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs
Handling escalations from the customer during nesting period when advisors take calls
Training on company policies to ensure that agents follow correct procedures in dealing with customers
Analysis of firsttime contact resolution targets & supports trainees in achieving targets during nesting
To achieve the qualitative and quantitative personal goals to contribute to the team and department targets
Create and maintains a highquality work environment so team members are motivated to perform at their highest level.
Addresses disciplinary and/or performance problems according to company policy