Job Description
Responsible for facilitation and delivery of training to call center team, including the development of training material.
- Develops, implements and modifies training program to ensure effectiveness of programs delivered to call center/customer service personnel.
- Reports an individuals progress and identifies additional training needs.
- Assist in program development when there are new products and/or services.
- Providing, monitoring, evaluating and recording effective training activities.
- Design specific training programs to help develop or improve job-related skills.
- Assesses training needs, develops training methods, writes procedure manuals and presents information using a variety of techniques, including discussions, role playing, team exercises and visual materials.
- Able to effectively assist users with questions and problems associated with the use of desktop systems.
Job Specification
- Excellent communication skills
- Understanding of their company's or call center's mission but
- Organized, energetic and able to motivate employees,
- Experts in how to operate the equipment needed for the job
- public speaking and presentation skills,
- Understand aspects of personal psychology and group dynamics.
- Effective People Handling Skills.
- Exceptional Communication and Interpersonal Skills.
- Optimistic with supportive attitude.
- Path-goal oriented approach.
- Details oriented.
- Results driven.
- Role model Customer Service professional profile.
- Absolute knowledge of local as well as International Contact Centre market trends.
- Stress management
- Time management