Skills Coach - Randburg, South Africa - Tracker South Africa

Tracker South Africa

Verified Company

Randburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Listing reference:
track_001196

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Customer Service
Location:Randburg
Contract:Permanent
EE position:Yes
Introduction:

The primary objective for appointing a Skills Coach in the Contact Centre includes providing, monitoring, evaluating and recording effective training activities.

To design training material to help develop or improve job-related skills.

The successful incumbent will be responsible for system, product, sales; customer service and soft skills as well as standard operating procedures training.

They will provide support towards the achievement of maximum productivity, enhanced customer service and growth in line with the Contact Centre/Company strategy, company vision and values.

To identify the training objectives, needs and outcomes and subsequently ensure that suitable training interventions are conducted.

Job description:

RESPONSIBILITIES:

Initiation/onboarding of new recruits in the work environment
Ensure that workplace is setup for new users with the appropriate access
Liaise with training, QA; skills coaches & managers across various business units for new product launches; system updates; cross skilling of staff etc.
Upkeep of skills gaps, reports and staff progress against skills matrix
Assessment of skills and reporting of results for developmental purposes
Delivery of training on the Company/Contact Centre strategy as defined
Development of training and educational programs for the individuals and teams according to the gaps identified and optimizing of system efficiencies; cost reduction & customer service delivery
Design learning programme frameworks that are fit for purpose and meet stakeholder requirements & recommend suitable development interventions to address any skills gaps identified
Develop and implement a training plan that ensures attainment of goals and efficiencies
Engage with the learning and development team to assist with internal training programmes
Motivate and inspire learners by using appropriate learning resources
Ensure all department SOPs are aligned to the ISO9001 framework
Participation in department sales drives
Training to external parties/intermediaries including regional staff
Involvement in new projects rollouts understanding the scope of the project; compiling/documenting standard operating procedures and training manuals where applicable and facilitation of training sessions
Call listening & coaching (including side by side coaching) of agents
Calibration sessions to improve call quality
Sales training to increase lead to contract conversions
User acceptance testing for new products and system integration
Utilization of Tracker's eLearning platform
Involvement in adhoc projects

Minimum requirements:

REQUIRED EXPERIENCE & QUALIFICATIONS

Matric
3 Years Contact Centre experience of which at least 18 months should be Tracker Contact Centre specific
Previous training; coaching or buddying experience advantageous
Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material advantageous
Proficient in Microsoft Office suite
Strong understanding of customer service; sales; QA & training process
Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
Deadline driven and adherence to schedule
Knowledge of Processes: (Departmental specific e.g. Contracting; iEvolve etc.)
Excellent Tracker System, Product & Interdepartmental Knowledge
Logical thinking
Able to work independently

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REQUIRED COMPETENCIES