CONTACT CENTRE TRAINER/

SUMMARY:
-

POSITION INFO:
CONTACT CENTRE TRAINER/ EAST LONDON – The Contact Centre Trainer plays a crucial role in ensuring that all employees in the contact centres are equipped with the skills and knowledge required to enhance performance, quality and excellent customer service. Minimum Requirements; ·         2–3 years’ experience in a training role, within a call centre or customer service environment. ·         Sound knowledge of call centre operations, systems, processes and KPIs. ·         Proven experience in assessing, monitoring and improving agent performance. ·         Advanced Microsoft Excel skills, with proficiency in Word and PowerPoint. ·         Familiarity with Learning Management Systems (LMS), CRM and call centre software. ·         Proficiency in digital communication tools such as Microsoft Teams or Zoom. ·         Basic knowledge of content creation tools such as Canva or Articulate. Key Responsibilities Deliver product, process, system and customer service training to new and existing staff. Facilitate company-wide onboarding and induction programmes. Develop and update training materials, and provide coaching and refresher training to address performance gaps. Assess training effectiveness through performance metrics, management feedback and skills gap analysis. Identify training needs and prepare training and gap analysis reports for management. Maintain accurate training records, attendance registers and assessment results in collaboration with HR.   Key Competencies Excellent communication and interpersonal skills. Strong coaching, mentoring and facilitation abilities. Effective time management and organisational skills. High attention to detail and accuracy. Customer-focused approach with a commitment to service excellence and continuous improvement.   Salary – Market related   👉 HOW TO APPLY:  1.      ONLINE APPLICATIONS RECEIVE PREFERENCE VIA DITTO JOBS; or 2.      VIA OUR WEBSITE - To apply, Search - Work Africa Job Seekers “CONTACT CENTRE TRAINER ; alternatively 3.      E-mail , use “CALLCENTRETRAINTER “as the Reference. 4.      Please deem application unsuccessful if no feedback received in 2 weeks.