EMPREGO

Call Centre Trainer

Ellahi Consulting-Edenvale, South Africa

The Employer: is the financial services division of a leading automotive group in the South African market, providing asset finance and various VAP/aftermarket motor vehicle products.

Location: Edenvale, Gauteng

EE position (essential)

Salary: R20 000 - R24 000 basic per month + company benefits (in-house medical aid & retirement fund)

The Specialist Trainer is responsible for ensuring the highest quality of service by
conducting training, staff assessments, and coaching within the various Business Divisional units.

Requirements:

  • Grade 12 /Matric
  • Qualification in Training and Development NQF 4 or 5 (preferable)
  • STRONG Formal knowledge on training, learning, and development field
  • STRONG Formal knowledge of Coaching
  • Adequate experience in short-term insurance coaching/training
  • RE / FAIS qualification (Preferable)
  • Minimum 4 - 5 years of successful experience in Training and Development
  • Experience in Coaching, Training, and Development in a call centre environment
  • Excellent presentation and facilitation skills professional manner and commercial acumen and the capability to communicate with enthusiasm and drive
  • Excellent communication skills (verbal and written) - Good command of the English language
  • Passion for Training and Development
  • Computer literate - MS Word, Excel, Outlook, and PowerPoint knowledge/experience

Key Deliveries and outputs:

  • Conduct product knowledge training and accreditation as per business unit requirements
  • Manage soft skills training per business unit
  • Sales Training as per business unit requirements
  • Ad-hoc Training as per business unit requirements
  • Updating of training material according to the required standards and business unit specifications
  • Knowledge and skills assessments
  • Provide the business units with a report at the end of each training session
  • Coaching staff on Compliance and QA of Call Centre Agent calls
  • Identifying training needs within a Business Unit/s based on Business requests on an ongoing basis
  • Plan for training according to the Training Needs established
  • Co-ordination and administration and managing of the E-learning system
  • Create strategies for improvement of learning and development
  • Coaching staff for better performance
  • On-going communication within the business regarding the progress of learning and development
  • Monthly reporting to relevant stakeholders
  • Daily administration
  • Scheduling coaching sessions with individual staff within the various call centres
  • Identifying areas of strength and improvement on individual staff and communicating this to the various managers
  • Handling queries and resolving problems when they arise within the Business Unit
  • Plan and Organise training correctly and timeously
  • Excellent delivery of Training to meet business requirements and ensure accurate feedback on delegates progress is communicated to the business
  • Managing service provider agreements (SLA contracts) and ensuring that invoices are

accurate, approved and processed accordingly

Salary: R20,000.00 - R24,000.00 per month