Description
\nRESPONSIBILITIES:<\/p>\n
\tDesign and facilitate training programs, including induction, refresher, product, soft skills, and systems training.
\n\tConduct training needs analyses alongside team leaders and management to identify skills gaps.
\n\tAssess the effectiveness of training initiatives and recommend enhancements where needed.
\n\tOffer on-the-floor support to assist and uplift underperforming employees.
\n\tCreate and maintain comprehensive training resources, including manuals, e-learning content, and documentation.
\n\tMonitor call quality and use insights to inform and tailor training interventions.
\n\tAlign all training efforts with business objectives and compliance standards.
\n\tStay informed on emerging industry trends, tools, and best practices.
\n\tFacilitates training sessions both in-person and virtually.
\n\tFoster collaboration and drive innovation in training practices and delivery.<\/p>\n
Requirements
\nMINIMUM REQUIREMENTS:<\/p>\n
Matric<\/p>\n
\tMinimum 2-3 years of experience in a call centre environment.
\n\t2+ years in a training, coaching, or mentoring role.<\/p>\n
REQUIRED KNOWLEDGE \/ TECHNICAL SKILLS:<\/p>\n
\tExperience with Learning Management Systems (LMS).
\n\tUse of Microsoft Office (Word, Excel, PowerPoint) or Google Workspace
\n\t1Stream,
\n\tFreshdesk,
\n\tFreshchat,
\n\tCallbi
\n\tSharePoint<\/p>\n
COMPETENCIES \/ ATTRIBUTES:<\/p>\n
\tExcellent verbal and written communication.
\n\tStrong presentation and facilitation skills.
\n\tGood understanding of call centre KPIs and customer service principles.
\n\tAbility to motivate and inspire learners.
\n\tKnowledge of adult learning principles and instructional design.
\n\tStrong organizational and time management skills.
\n\tAfrican languages i.e. Xhosa, Zulu, Venda, Sotho
\n\tActive listening
\n\tProblem solving
\n\tTyping speed and accuracy
\n\tMeeting deadlines\/time management
\n\tFlexible and adaptable in dynamic environments.
\n\tCapable of managing multiple tasks simultaneously<\/p>\n
Apply via company website ( ) or<\/p>\n
flash.mcidirecthire.com<\/p>\n
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