Job Code : HGS/18Kingston
â€¢ Should coordinate, schedule and conduct business and technical training for new hires and current employees.
â€¢ Should identify training needs and develop and deliver appropriate training.
Â· Organize and develop training procedure manuals, facilitator guides and course materials
Â· Deliver pre and process training material to CSAs as required
Â· Establish metrics for measuring the effectiveness of all training programs
Â· Provide leadership and mentoring to Care Centre Agents who have specific development or performance gap
Â· Support QA team by ensuring call quality and KPI attainment are analysed and relevant training delivered.
Â· Make suggestions on improving work procedures
Â· Ensure a process is in place that tracks agent performance and participation in training
Â· Maintain professional, technical and product knowledge by attending required training/workshops, reviewing all relevant product and service communications and establishing personal networks.
Â· Maintain a high level of confidentiality around business strategies and practices
Essential Knowledge, Skills and Training
Â· Excellent professional communication and inter personal skills
Â· Aptitude to quickly and efficiently solve problems and answer questions based on current information, escalating information as necessary
Â· Ability to keep pace with changing products, technical requirements, policy and call procedures
- Possess and demonstrate strong technical, product and customer knowledge
- No disciplinary infractions for the last 3 months
Â· BA/BS in Business Administration or related field or equivalent experience
Â· Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data, while considering impact of decision on others.
Â· Proven ability to delegate and manage workloads and projects across functions within HGS.
Â· Demonstrated written and verbal communication skills to include presentation ability and interaction with wide variety of internal and external customers.
Â· Demonstrated ability to strategically improve and/or transform processes across functions within HGS.
Â· Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.
Â· Intermediate knowledge of PC applications for word processing, spreadsheet, presentations etc.
Â· 2-3 years relevant experience, including 1 years in management
Â· Knowledge of telecommunications and call center management systems and terminology.
NB. Only Shortlisted candidates will be contacted