Call Centre Training Facilitator [2 Positions] - South Africa
Job Description Develop, Assess and Conduct outcome based training programmes for the shared services call centre across all divisions – with specific reference to agents, supervisors, QA and back office. Job Requirements MINIMUM EDUCATION Grade 12 and Recognised Training qualification PREFERRED MINIMUM EDUCATION Grade 12 and Facilitating the Learning qualification Content Design and Development Assessor MINIMUM EXPERIENCE At least 3 years training experience in a call centre environment PREFERRED MINIMUM EXPERIENCE 5 years training experience in a call centre environment CRITICAL COMPETENCIES Planning and Organising Skills Influencing Skills Facilitation skills Computer Literacy (Excel & Word) Communication Skills (verbal and written) EQ – Inter- and Intrapersonal Skills Listening Skills Attention to detail Negotiation skills Customer service orientation ADDITIONAL COMPETENCIES Knowledge and understanding of the call centre industry and training fundamentals Analytical and problem solving skills BEHAVIOURIAL ATTRIBUTES Team player Integrity Reliable Passion for people development Pro-active orientation Self reliant Self managed KEY RESULT AREAS Training Needs Analysis Design, develop and implement training needs analysis initiatives Conduct training needs analysis with the call centre through assessments, prior training interventions and supervisor feedback Being able to identify any training gaps and needs based on the reports from Quality Assurance Engage with key role players within the call centre to identify further training needs and gaps Be able to report efficiently on identified training gaps and needs Content Development Develop training content based on identified needs and training interventions Identify various training tools and material to address skills and knowledge gaps in the call centre Be able to conduct train-the-trainer sessions based on the content developed Be able to evaluate the effectiveness of the training content developed and deployed in the call centre. Conduct Assessments Develop assessment instruments that would be able to monitor knowledge gaps Design and develop outcomes based assessments for both manual and eAssessments. Be able to conduct both manual and eAssessments Identify various ways of assessing people in the call centre Being able to use the assessment feedback to identify further training needs Training Delivery Deliver an effective skills transfer process through training Identify and deliver different training methodologies for different training target audience Develop and manage training of new products, systems and processes in the contact centre as required Training Admin and Reporting Submit weekly and monthly training reports Administer training registers on the system Be able to report on the training effectiveness through learner feedback forms Be able to provide feedback on learner progress to supervisors, QA and all managers on areas of improvement Manage the Training shared folder to ensure that information is updated and current. How to Apply Click here to apply online Job ID : 1231 Job Vacancy Type: Permanent Province: Gauteng Contract Duration: N/A Region: Johannesburg North Minimum Experience Required: 3 – 5 Years Suburb: Midrand (Midrand) Minimum Education Required: Grade12 Plus relevant qualification Company: African Bank Qualifications Required: Employment Equity: Yes Job Category: TRAINING INSTRUCTOR
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