Trainer - BPO/Call Center - Cape Town Region
Responsibilities: Plan, facilitate, and deliver ongoing process training in an international BPO environment. Ensure that our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service. Serve as the subject matter expert, elevating the knowledge level of our staff to meet the expectations of leading global brands. Measure the effectiveness of training programs and provide guidance and support to associates and supervisors for performance improvement. Collaborate with the Operations team to provide regular reports on training progress and identify opportunities for process or training improvements. Review training content regularly to incorporate updates and changes. Participate in internal and external calibrations to maintain consistency in training delivery. Conduct refresher training based on Training Needs Identification (TNI). Manage knowledge checks for new hires and production staff. Requirements: Fluent in English with strong written and verbal communication skills. Exceptional customer and client handling skills. Experience in process, soft skills, and up-skilling training. Minimum of 2-3 years of hands-on training delivery experience, preferably in a BPO environment.
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