{"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\n\n\n\n\n\n\n\n
Job ID #: 1231<\/td>\nJob Vacancy Type: Permanent<\/td>\n<\/tr>\n
Province: Gauteng<\/td>\nContract Duration: N\/A<\/td>\n<\/tr>\n
Region: Johannesburg North<\/td>\nMinimum Experience Required: 3 – 5 Years<\/td>\n<\/tr>\n
Suburb: Midrand (Midrand)<\/td>\nMinimum Education Required: Grade12 Plus relevant qualification<\/td>\n<\/tr>\n
Company: African Bank<\/td>\nQualifications Required:<\/td>\n<\/tr>\n
Employment Equity: Yes<\/td>\nJob Category: TRAINING INSTRUCTOR<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

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