{"id":17179,"date":"2014-03-26T12:21:39","date_gmt":"2014-03-26T10:21:39","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=17179"},"modified":"2014-03-26T12:21:39","modified_gmt":"2014-03-26T10:21:39","slug":"call-centre-training-facilitator-2-positions","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/call-centre-training-facilitator-2-positions.html","title":{"rendered":"Call Centre Training Facilitator [2 Positions]"},"content":{"rendered":"
Job Description<\/strong><\/p>\n 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.<\/p>\n Job Requirements<\/span><\/strong><\/p>\n MINIMUM EDUCATION<\/p>\n Grade 12 and<\/p>\n Recognised Training qualification<\/p>\n <\/p>\n PREFERRED MINIMUM EDUCATION<\/p>\n Grade 12 and<\/p>\n Facilitating the Learning qualification<\/p>\n Content Design and Development<\/p>\n Assessor<\/p>\n <\/p>\n MINIMUM EXPERIENCE<\/p>\n At least 3 years training experience in a call centre environment<\/p>\n <\/p>\n PREFERRED MINIMUM EXPERIENCE<\/p>\n 5 years training experience in a call centre environment<\/p>\n <\/p>\n CRITICAL COMPETENCIES<\/p>\n Planning and Organising Skills<\/p>\n Influencing Skills<\/p>\n Facilitation skills<\/p>\n Computer Literacy (Excel & Word)<\/p>\n Communication Skills (verbal and written)<\/p>\n EQ \u2013 Inter- and Intrapersonal Skills<\/p>\n Listening Skills<\/p>\n Attention to detail<\/p>\n Negotiation skills<\/p>\n Customer service orientation<\/p>\n <\/p>\n ADDITIONAL COMPETENCIES<\/p>\n Knowledge and understanding of the call centre industry and training fundamentals<\/p>\n Analytical and problem solving skills<\/p>\n <\/p>\n BEHAVIOURIAL ATTRIBUTES<\/p>\n Team player<\/p>\n Integrity<\/p>\n Reliable<\/p>\n Passion for people development<\/p>\n Pro-active orientation<\/p>\n Self reliant<\/p>\n Self managed<\/p>\n <\/p>\n KEY RESULT AREAS<\/p>\n Training Needs Analysis<\/p>\n Design, develop and implement training needs analysis initiatives<\/p>\n Conduct training needs analysis with the call centre through assessments, prior training interventions and supervisor feedback<\/p>\n Being able to identify any training gaps and needs based on the reports from Quality Assurance<\/p>\n Engage with key role players within the call centre to identify further training needs and gaps<\/p>\n Be able to report efficiently on identified training gaps and needs<\/p>\n <\/p>\n Content Development\u00a0<\/strong><\/p>\n Develop training content based on identified needs and training interventions<\/p>\n Identify various training tools and material to address skills and knowledge gaps in the call centre<\/p>\n Be able to conduct train-the-trainer sessions based on the content developed<\/p>\n Be able to evaluate the effectiveness of the training content developed and deployed in the call centre.<\/p>\n <\/p>\n Conduct Assessments<\/strong><\/p>\n Develop assessment instruments that would be able to monitor knowledge gaps<\/p>\n Design and develop outcomes based assessments for both manual and eAssessments.<\/p>\n Be able to conduct both manual and eAssessments<\/p>\n Identify various ways of assessing people in the call centre<\/p>\n Being able to use the assessment feedback to identify further training needs<\/p>\n <\/p>\n Training Delivery\u00a0<\/strong><\/p>\n Deliver an effective skills transfer process through training<\/p>\n Identify and deliver different training methodologies for different training target audience<\/p>\n Develop and manage training of new products, systems and processes in the contact centre as required<\/p>\n Training Admin and Reporting Submit weekly and monthly training reports<\/p>\n Administer training registers on the system<\/p>\n Be able to report on the training effectiveness through learner feedback forms<\/p>\n Be able to provide feedback on learner progress to supervisors, QA and all managers on areas of improvement<\/p>\n Manage the Training shared folder to ensure that information is updated and current.<\/p>\n <\/p>\n How to Apply<\/strong><\/p>\n Click here to apply online<\/a><\/p>\n 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……<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[5,255],"tags":[284],"jetpack_publicize_connections":[],"yoast_head":"\n\n\n
\n Job ID #: 1231<\/td>\n Job Vacancy Type: Permanent<\/td>\n<\/tr>\n \n Province: Gauteng<\/td>\n Contract Duration: N\/A<\/td>\n<\/tr>\n \n Region: Johannesburg North<\/td>\n Minimum Experience Required: 3 – 5 Years<\/td>\n<\/tr>\n \n Suburb: Midrand (Midrand)<\/td>\n Minimum Education Required: Grade12 Plus relevant qualification<\/td>\n<\/tr>\n \n Company: African Bank<\/td>\n Qualifications Required:<\/td>\n<\/tr>\n \n Employment Equity: Yes<\/td>\n Job Category: TRAINING INSTRUCTOR<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"