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Customer Service Trainer

Position Summary

The role of Trainer involves supporting the contact centre by delivering equipped and empowered staff members through effective training.  You will deliver training to all staff including induction training for new recruits.  This role will be responsible for identifying training needs and delivering against those to the current team members.  Through effective technical skills training you will increase the working knowledge of staff members working on specific campaigns.  Through effective soft skills and development training you will increase the effectiveness of agents and team leaders within the contact centre. 

 

Responsibilities

Serve as product knowledge support and content owner of assigned training;

Design, develop and deliver department induction programmes and new initiatives in line with operational needs;

Keep up to date with operational issues, initiatives, and learning and development support requirements by attending regular meetings with key stakeholders, altering courses accordingly;

Implement effective training assessments, providing feedback, making necessary changes and recommendations to increase performance of the individuals on various campaigns;

Identify product knowledge requirements of team leaders and contact centre agents, then deliver change through effective courses;

Work closely with the department Team Leaders, communicating the new agents’ performance and progress during their induction process;

Coordinate training sessions and projects with resourcing and planning;

Ensure a motivational environment ideal for learning with a diverse group;

Deliver effective soft skills training courses to existing staff members to improve the customer centricity on each campaign;

Deliver Campaign Change briefs in consultation with the Campaign Managers;

Support the creation and maintenance of ‘on-floor’ communication materials used by agents;

Work closely with Learning and Development Manager to determine how training is impacting the overall business;

Evaluate and report on training completed against department KPIs;

Provide support to Campaign Managers through delivering upskill technical training courses to deliver a multi-skilled workforce;

Share best practice with your peers to deliver a consistent approach and training standards;

Engage in any other duty as assigned by Management.

 

Characteristics / Behaviours

Possess flexibility

Be able to work in a team but also independently

Be punctual and have time management skills

Be self-motivated

Be open minded

Be enthusiastic and motivational

Possess problem solving skills

Possess presentation and training skills

 Be able to communicate and listen to others

 

Skills and Experience

Have prior experience in training, including training needs analysis, design and delivery of training

Be experienced in assessing training

Possess at least 3 years contact centre experience

Being in possession of a Train the Trainer Certification or any other training related certification will be an asset

Have very good working knowledge of Microsoft Office Applications

 

World Aviation Group is an Equal Opportunities Employer.

Posted: Thu 09 Jul 15

Note: This job advertisement is no longer active.



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