BPO Process Trainer - Sales, Customer Service (24/7 Contact Centre) - Cape Town Region
IGT Solutions
IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With a reputation for excellence in the aviation/airline industry, we are dedicated to ensuring our passengers have a safe, comfortable, and enjoyable journey. As part of our ongoing commitment to customer satisfaction, we are expanding our 24-hour contact center team and are seeking a dynamic and experienced English process trainer to join our dedicated team. • Ensure successful planning and execution of training needs • Measure program training effectiveness • Provide associates and supervisors with guidance, mentoring and support focused on performance improvement • Send reports to the Operations team on the progress/pending status of the training activities including suggests for process or training improvement opportunities • Review content at regular intervals to ensure all updates are incorporated • Participate in internal & external calibrations • Conduct refresher trainings based on TNI • Manage knowledge check for new hires & production staff our new Trainer you will be responsible for planning, facilitating and delivering ongoing process training in an international BPO environment. • The overall objective is to ensure our teams are knowledgeable and capable of delivering top customer service in an accurate, courteous and constant manner. You will be the know-how master elevating the knowledge level of our staff, helping them be successful in offering customer service up to leading global brands' expectations • The position is WFO - requires office presence. Fluency in English is mandatory Strong written and verbal communication skills Strong Sales background Top Customer and Client handling skills Experience in process/soft skills/up-skilling training Min. 2-3 years of experience in hands-on Training delivery - direct experience in BPO environments is a strong advantage Competitive salary and benefits package. Opportunities for career advancement and professional development within a fast-growing company. A collaborative and supportive work environment.
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