Trainer/Skills Developer (Contact Centre)

The purpose of this role is to train new hires and existing hires on the required curriculum as specified by the client. In addition to client specified training the role will be responsible for identifying training gaps and developing training to close these gaps.  The Training Specialist manages the activities involved in the preparation, delivery and assessment of training and development programs for iSON Clients. 

The training specialist is responsible for training in a job specific area along with focusing in teaching specific areas of knowledge or on the job capabilities needed for certain positions

• Facilitate product and system training as per the client requirements
• Identify and assess training needs within the client campaigns to identify gaps and relevant soft skills training        
• Provides input to the training strategy and the development of specific training development plans
• Helps employees improve upon/enhance existing skills (upskilling)
• Design solutions incorporating a variety of learning products
• Create a supportive and conducive adult learning environment
• Create product or systems assessments to determine candidateâ??s understanding of the training received
• Choosing appropriate training methods as required (i.e. virtual, simulated, mentoring, on the job training, professional development classes, etc.)
• Provide coaching to employees where gaps or non-performance is identified
• Campaign training reporting on a weekly basis
• Compile a handover assessment report from training into operations for each candidate
• Perform other duties as assigned
• Encouraging respect for ideas voiced during facilitation
• Steering conversations about the learning material during facilitation
• Extracting varied insights from participants during facilitation

Administering and reviewing progress on assessments

• Minimum matric or related NQF qualification essential
• Training experience in a Contact Centre BPO environment Esential
• Telecommunications experience hughly advantageous
• Exhibit commitment and a high level of flexibility

Competencies:

• Perseverance and self-driven
• Excellent interpersonal skills
• Excellent facilitation skills
• Excellent computer skills
• Report writing skills with sound attention to detail
• Able to work under pressure and deadline driven
• Strong customer relationship experience
• Excellent interpersonal conflict resolution skills