iiNet – Business Unit Trainer – Western Cape
Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences.
We are pioneers in the contact centre industry with over 30 years’ experience in creating and managing contact centre operations around the word. Our service and solutions are built on tried and trusted models, systems and processes that are based on best practice standards.
We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.
The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation
KEY PERFORMANCE AREAS
1.
Training
- Delivers skills training to all Agents.
- Operates within agreed training schedule and meets quality standards
- Delivers induction training
- Delivers on-the-job training
2.
Learning assessments
- Designs pre- and post-training assessments
- Ensures completion of learning assessments and provides relevant feedback based on results
3.
Administration and Record keeping
- Accurately records all learning and development interventions
- Updates all training material to ensure currency and accuracy
- Provides management with relevant training reports
- Ensures training manuals and aids are prepared for training
- Makes logistical arrangements for training
Here’s what we are looking for in candidates for this job:
Knowledge
Skills
- Planning and organising (L2)
- Customer service orientation (L2)
- Attention to detail
- Technical expertise (L2)
Attributes
- Influence
Primary Location
:
MEA-South Africa
Recruiter
:
Shahied Karriem