Trainer - Call Centre - Randburg, South Africa - 3way Marketing

Description

• The Trainer will be responsible to schedule and conduct internal training programs, on system usage and policy & procedure to ensure operational efficiency within the Call centre;
• Ensure all training is conducted in due time to equip new staff to commence with go live / working;
• Observing the daily operations of call centre employees and identifying any areas of improvement.
• Ensure all training records are kept in personal files and updated regularly.
• To remain abreast of the industry best training practices and to introduce such methodology to training.
• Organise and develop controls.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Conduct Quality Assessments on all agents (old and new) on calls and Checks on bookings to ensure consistency and accuracy;
• Overseeing the upkeep and amendments of the Call centre manual.
• Interdepartmental liaison on training requirements and standards.

• Matric.
• At least 4 years' experience working as a call centre trainer or team leader.
• Proficient in Microsoft Outlook and Excel.
• Strong teaching abilities and mentoring skills.
• Be knowledgeable on training best practice worldwide.
• Quality Management / Control Experience would be an advantage.

• Confident and assertive.
• The ability to work under pressure.
• Practice good time management and willing to work longer hours if the need arises.
• Good interpersonal and communication skills.
• Organised, systematic and detail orientated.
• Initiate and manage workable solutions to problems.

• Randburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

• High School (matric) (required)

• Trainer (preferred)

• English (required)