The goal of the Trainer is to ensure that all customer service reps, team leaders and QA officers are trained and equipped with the necessary knowledge of Blue Label products, services processes and systems. In so doing, the trainer drives a consistently superior customer experience and a high level of first and second level resolution through best practice customer practices.

Key responsibility areas

Outputs and accountabilities

1.  Training

• Design, develop and maintain the Blue Label Customer Interface Centre training material.
• Evaluate Training needs and develop new training materials / revise current materials to ensure all training needs are met.
• Work closely with the QA Officer to identify capability gaps and develop and execute training to cover these.
• Interact with Blue Label Divisions to develop specifications for content of courses.
• Conduct skills, technical, product and staff development training courses
• Implement effective training, coaching, and participant assessment techniques.
• Evaluate training methodology.
• Liaise with Team Leaders, Quality Assurance Officers and Manager to schedule training.
• Ensure all Reps, Team Leaders and QA Officers are trained on all new Blue Label products, processes and applications.
• Identify the need for Refresher Training courses and deliver as required.

1.  Performance and Service levels measurement

• Manage own performance to defined targets and service levels
  • Meet or exceed service level targets
  • Report on gaps in training related to attaining First Level Resolution and Back Office Resolution targets.
  • Track scores and competency levels post training to measure effectiveness of training.
  • Provide reporting feedback to Team Leaders and Management.
  • Provide training attendance register to HR.

1. Client relationships management

• Improve turnaround time for resolving client issues
• Display a passion for client service, client satisfaction and commitment to meeting and exceeding client expectations.
• Increase customer satisfaction ratings by designing and deploying improvement interventions.

Competencies: behaviours and skills

The successful incumbent must have excellent skills and behaviours in the following areas:

• Strong communication skills
• Display a passion for customer service, customer satisfaction and exceeding customer expectations.
• Demonstrate initiative in follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Show commitment to teamwork and a willingness to go the extra mile to achieve team objectives.
• Drive excellent working relationships with clients, peers and management
• Motivated to invest in self-development and career development to enhance customer orientation skills and build a career with Blue Label
• A distinct passion for training, development and coaching.

Special requirements

• The successful incumbent will need to have or quickly grow their knowledge of Blue Label systems, policies and procedures

Education and qualification

• Matric grade 12
• A diploma in Training or HR

Experience:

• At least two years’ experience in a call centre environment is required
• At least two years’ experience in Training within a call centre
• Demonstrated experience in developing training material for call centres and training schedules for all call centre personnel.
• Proven experience in identifying skills gaps and escalating to drive overall skill improvement
• Strong experience in linking training solutions with customer service enhancements.

Posted on 19 Jul 15:39