Trainer/Skills Developer (Contact Centre)

Recruiter:

iSON Xperiences

Job Ref:

BPO00274

Date posted:

Thursday, January 27, 2022

Location:

Cape Town, South Africa

Salary:

Negotiable

JOB SUMMARY:
The Role:

The purpose of this role is toÂ 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 forÂ identifying training gaps andÂ developing training to close these gaps....

JOB DESCRIPTION:

The Role:

The purpose of this role is toÂ 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 forÂ identifying training gaps andÂ developing training to close these gaps.Â The Training SpecialistÂ manages the activities involved in the preparation, delivery and assessment of training and development programs for iSON Clients.Â

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 Â Â Â Â Â
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

Skills and Experience:

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

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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Trainer/Skills Developer (Contact Centre)

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