Startimes Media Kenya
Job Title: Call Center Trainer / Quality Monitor
Department: Operations
Reports to: Operations Director
Number of Positions: 2
Objective of the position: The Call Center Trainer is responsible for training
call center agents.
The Call Center Trainer is also
responsible for updating, enhancing and producing training materials,
identifying and recommending ongoing / new training in alignment with call
center customer service philosophy and business needs.
Duties and Responsibilities
- Assess training needs of agents.
- Development and maintenance of training
curriculum.
- Training and Quality Assurance team, as
needed, to achieve overall goals and objectives
- Conduct coaching sessions with trainees team
members and supervisors to achieve high performance levels.
- Mentor new team members to achieve assigned
targets.
- Facilitate New Hire Training on
1.
Products
2.
Systems
3.
Process
4.
Logistics
- Coordinate training programs for call center
staff.
- Capture and retain attention of training
audience
- Design and maintain measurement tools for
competent training.
- Recognize and advise on opportunities for
operational enhancements to improve productivity.
- Facilitate training programs for new and
existing call center agents using a variety of instructional techniques
and formats, such as role playing, simulations, calibrations, team
exercises, group discussions, videos, games, etc.
- Monitor Training program performance;
recommend and implement modifications to systems and procedures
- Conduct On-the-Job training to ensure
appropriate knowledge transitions, and high customer service skills in
alignment with the call center trusted partner philosophy.
- Performs basic training administrative
functions (e.g. enrollment of trainees in classes, assign courses/tests to
trainees, review training progress and generate training reports).
- Maintain relationships with system
administrators and report any site issues that impact productivity
- Facilitate customer training sessions via
conferencing applications
- Assist with the development and maintenance of
training curriculum
- Demonstrate creativity and solutions-oriented
problem solving skills to meet team objectives
Qualifications / Skills /
Competencies
- University Degree in a related discipline is
required
- A minimum of 5 years previous contact center
experience preferred.
- Should have a proven track record and in
training and quality assurance in a call/contact center environment.
- Experience in customer service training.
- Must have coaching experience.
- Working knowledge of Microsoft office and all
relevant training software
- Creative and innovative and always ready to
try new ideas
Remuneration: Highly
attractive and competitive remuneration package offered for the qualified
candidates
How to Apply
Qualified candidates should send
their application letters and CV’s quoting relevant skills and experience to
jobs@startimes.co.ke
Kindly include names of three
referees and a daytime telephone contact.
Interviews will be done on a rolling
basis until the position is filled.
Only shortlisted candidates will be
contacted.
