Flash Group
Description
RESPONSIBILITIES:
Design and facilitate training programs, including induction, refresher, product, soft skills, and systems training.
Conduct training needs analyses alongside team leaders and management to identify skills gaps.
Assess the effectiveness of training initiatives and recommend enhancements where needed.
Offer on-the-floor support to assist and uplift underperforming employees.
Create and maintain comprehensive training resources, including manuals, e-learning content, and documentation.
Monitor call quality and use insights to inform and tailor training interventions.
Align all training efforts with business objectives and compliance standards.
Stay informed on emerging industry trends, tools, and best practices.
Facilitates training sessions both in-person and virtually.
Foster collaboration and drive innovation in training practices and delivery.
Requirements
MINIMUM REQUIREMENTS:
Matric
Minimum 2-3 years of experience in a call centre environment.
2+ years in a training, coaching, or mentoring role.
REQUIRED KNOWLEDGE / TECHNICAL SKILLS:
Experience with Learning Management Systems (LMS).
Use of Microsoft Office (Word, Excel, PowerPoint) or Google Workspace
1Stream,
Freshdesk,
Freshchat,
Callbi
SharePoint
COMPETENCIES / ATTRIBUTES:
Excellent verbal and written communication.
Strong presentation and facilitation skills.
Good understanding of call centre KPIs and customer service principles.
Ability to motivate and inspire learners.
Knowledge of adult learning principles and instructional design.
Strong organizational and time management skills.
African languages i.e. Xhosa, Zulu, Venda, Sotho
Active listening
Problem solving
Typing speed and accuracy
Meeting deadlines/time management
Flexible and adaptable in dynamic environments.
Capable of managing multiple tasks simultaneously
Apply via company website ( ) or
flash.mcidirecthire.com