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Job Title
SME Trainer/ Advisor Trainer
Employment Type
Full Time
Experience
4 to 15 years
Salary
R10000 to R15000
Job Published
16 September 2022
Job Reference No.
527283053

Job Description

In need of Advisor/ SME Trainer  (Call Centre) (George Area)

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners

Needs

  • Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
  • Monitors and completes daily attendance tracking during the entire process training until nesting
  • Campaign experience - Insurance or Utilities 
  • Formulates effective activities, exercises or assessments for learning improvement
  • Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
  • Ensure compliance to client and organizational policies and procedures
  • Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
  • Deliberate to identify new hires’ needs in training and nesting
  • Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
  • Deliver the training content/context based on the agenda/curriculum
  • Demonstrate effective leadership to individuals including new hires and tenured agents
  • Implement and demonstrate efficient training methods
  • Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
  • Participate in client calls and visits with the supervisor’s guidance
  • Collaborate with the quality and operations teams for process improvement
  • Conduct team huddles and provide floor and online support on process updates
  • Develop and implement an effective system for process updates as and when required by the process/clients

Education

  • Matric  and above

Experience 

  • At least 12 months in BPO/ Call Centre environment 

Please send contact details to 

James Knoll

james@abcworldwide.com

 

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