About the position
ENVIRONMENT:
PLAY a crucial role in ensuring that all employees in the Contact Centres are equipped with the skills and knowledge required to enhance performance, quality and excellent customer service as the next Contact Centre Trainer wanted by a dynamic Online Learning Platform. You will deliver product, process and system training, facilitate onboarding/induction training for all new staff while assessing the requirement and effectiveness of training programmes and conducting regular gap analysis surveys. The ideal candidate must have 2-3 years’ experience as a Trainer, preferably in a Call Centre or Customer Service environment including a solid understanding of call centre systems with proficiency with Advanced Excel & PowerPoint for preparing training materials, reports, and presentations. You must also be familiar Familiarity with using LMS platforms, Customer Relationship Management (CRM) systems, communication and collaboration tools like Microsoft Teams, Zoom, etc. and basic knowledge of content creation software such as Canva & Articulate for designing engaging training materials and visuals.
DUTIES:
Training and Development -
- Deliver product, process and system training in alignment with company standards and processes for new and existing call centre agents focused on performance, quality, call handling and customer service skills.
- Facilitate onboarding/induction training for all new staff to the business (including staff not in the Contact Centres).
- Develop, review, and update training materials based on evolving product knowledge, customer service protocols, and any process changes.
- Offer additional training or refresher courses for agents, especially those who are struggling with performance or where gaps have been identified.
Teamwork and Collaboration -
- Assess the requirement and effectiveness of training programmes through discussions with Departmental Managers around departmental performance metrics, feedback, and agent development, to ensure continual growth.
- Conduct regular gap analysis surveys with staff and review findings from periodic performance management discussions to identify agents and areas at risk.
- Prepare training reports and gap analyses reports for management.
- In collaboration with the HR Manager, maintain accurate records of training sessions, attendance and assessment results.
REQUIREMENTS:
- At least 2-3 years of experience as a Trainer, preferably in a Call Centre or Customer Service environment.
- Experience and knowledge in Call Centre Operations: Understanding of call centre systems, processes, and key performance indicators (KPIs).
- Performance Assessment and Feedback: Proven experience in monitoring, evaluating, and improving agent performance.
- Microsoft Office Suite: Advanced proficiency in Microsoft Excel for tracking performance metrics, creating reports, and analysing data; proficiency in Word and PowerPoint for preparing training materials, reports, and presentations.
- Learning Management Systems (LMS): Familiarity with using LMS platforms for training delivery, tracking agent progress, and generating training reports.
- CRM and Call Centre Software: Basic understanding of Customer Relationship Management (CRM) systems and call centre software tools for assessing agent-customer interactions.
- Digital Communication Tools: Familiarity with communication and collaboration tools like Microsoft Teams, Zoom, or similar platforms for virtual training sessions.
- Content Creation Tools: Basic knowledge of content creation software (e.g., Canva, Articulate) for designing engaging training materials and visuals.
ATTRIBUTES:
Strong Communication Skills: Ability to clearly and effectively convey complex information in a simple and understandable way.
Coaching and Mentoring: Proficient in providing one-on-one and group coaching, giving constructive feedback, and helping agents achieve higher performance standards.
Interpersonal Skills: Ability to work well with others, from new trainees to senior management.
Time Management: Efficiently organizing training schedules and balancing multiple training programs without affecting call centre operations.
Attention to Detail: Ensuring all training material is accurate, relevant, and aligned with company standards.
Customer-Centric Mindset: Always prioritizing customer satisfaction in training content and methodology.
Desired Skills:
