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Cape Town

    Trainer - BPO/Call Center - Cape Town, South Africa - Telebest

    Telebest
    Telebest Cape Town, South Africa

    1 week ago

    Telebest background
    Full time
    Description

    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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