StarTimes Media Kenya
Job Title: Call Center Trainer
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. Department: Operations
Reports to: Operations Director
Number of Positions: 2
This position conducts On the Job
Training, agent coaching and knowledge testing to execute the tasks assigned to
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.
- 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 call/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
Kindly include names of three referees and a daytime telephone contact.
Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to jobs@startimes.co.ke
Interviews will be done on a rolling basis until the position is filled.
Kindly include names of three referees and a daytime telephone contact.
Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to jobs@startimes.co.ke
Interviews will be done on a rolling basis until the position is filled.
Only shortlisted candidates will be
contacted.
