Posted on :
26 Mar, 2014
26 Mar, 2014
Job Description
Develop, Assess and Conduct outcome based training programmes for the shared services call centre across all divisions – with specific reference to agents, supervisors, QA and back office.
Job Requirements
MINIMUM EDUCATION
Grade 12 and
Recognised Training qualification
PREFERRED MINIMUM EDUCATION
Grade 12 and
Facilitating the Learning qualification
Content Design and Development
Assessor
MINIMUM EXPERIENCE
At least 3 years training experience in a call centre environment
PREFERRED MINIMUM EXPERIENCE
5 years training experience in a call centre environment
CRITICAL COMPETENCIES
Planning and Organising Skills
Influencing Skills
Facilitation skills
Computer Literacy (Excel & Word)
Communication Skills (verbal and written)
EQ – Inter- and Intrapersonal Skills
Listening Skills
Attention to detail
Negotiation skills
Customer service orientation
ADDITIONAL COMPETENCIES
Knowledge and understanding of the call centre industry and training fundamentals
Analytical and problem solving skills
BEHAVIOURIAL ATTRIBUTES
Team player
Integrity
Reliable
Passion for people development
Pro-active orientation
Self reliant
Self managed
KEY RESULT AREAS
Training Needs Analysis
Design, develop and implement training needs analysis initiatives
Conduct training needs analysis with the call centre through assessments, prior training interventions and supervisor feedback
Being able to identify any training gaps and needs based on the reports from Quality Assurance
Engage with key role players within the call centre to identify further training needs and gaps
Be able to report efficiently on identified training gaps and needs
Content Development
Develop training content based on identified needs and training interventions
Identify various training tools and material to address skills and knowledge gaps in the call centre
Be able to conduct train-the-trainer sessions based on the content developed
Be able to evaluate the effectiveness of the training content developed and deployed in the call centre.
Conduct Assessments
Develop assessment instruments that would be able to monitor knowledge gaps
Design and develop outcomes based assessments for both manual and eAssessments.
Be able to conduct both manual and eAssessments
Identify various ways of assessing people in the call centre
Being able to use the assessment feedback to identify further training needs
Training Delivery
Deliver an effective skills transfer process through training
Identify and deliver different training methodologies for different training target audience
Develop and manage training of new products, systems and processes in the contact centre as required
Training Admin and Reporting Submit weekly and monthly training reports
Administer training registers on the system
Be able to report on the training effectiveness through learner feedback forms
Be able to provide feedback on learner progress to supervisors, QA and all managers on areas of improvement
Manage the Training shared folder to ensure that information is updated and current.
How to Apply
Job ID #: 1231 | Job Vacancy Type: Permanent |
Province: Gauteng | Contract Duration: N/A |
Region: Johannesburg North | Minimum Experience Required: 3 – 5 Years |
Suburb: Midrand (Midrand) | Minimum Education Required: Grade12 Plus relevant qualification |
Company: African Bank | Qualifications Required: |
Employment Equity: Yes | Job Category: TRAINING INSTRUCTOR |
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