Job Description

Our client based in George is seeking a Call Centre Trainer to join their fast growing team within the BPO industry.

The primary responsibility of this role is to enable knowledge transfer solution by undergoing product/process /systems training (may include onsite training) and delivering the same to the new joiners in a specific process.

Our new client requires candidates to be flexible as they will need to travel between Cape Town and George for training. There are 3 options:

  1. Permanently based in George
  2. Hybrid between Cape Town and George
Role/Responsibilities
  • The BPO Trainer should ensure that the successful knowledge transfer is facilitated through the signed off DTP’s (desktop procedures)
  • Deliver training to associates.
  • Design and/or prepare training/instructional materials, teaching aids and devices
  • Ensure all training activities and materials meet with relevant organizational and statutory policies
  • Update Training curriculum on an ongoing basis
  • Organize training venues, logistics, transport, as required to achieve efficient training attendance and delivery.
  • Maintain and create Training MIS and reports
  • Ensure that the assigned targets are met in accordance with SLA and Internal standards
  • Ensure that the training quality is in compliance with predefined parameters as defined by Process Excellence
  • Ensure adherence to established attendance schedules
Performance parameters
  • Successful knowledge transfer
  • Quality content development
  • Training Quality
  • Module Adherence
  • Attendance
  • Schedule Adherence
  • Any other essential function that may occur from time to time as directed by the Supervisor
Primary Internal Interactions
  • AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
  • Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
  • Agents for the purpose of up skilling them on process-related updates, coaching, mentoring & providing assistance and support when required.
  • Subject Matter Expert for the purpose of handling process related issues; queries and escalated transactions.
  • QCA/CEA for the purpose of associate performance feedback and audit in order to update the training curriculum.
Primary External Interactions
  • Client trainers, SME’s and Operations for the purpose of developing and updating training curriculum, provide feedback on training and discussing specific action plans.
  • Escalation teams at the client end for the purpose of seeking clarifications & answering queries
Technical Skills (Minimum)
  • Basic Computer Knowledge
  • Good keyboarding speed
  • Good Computer skills – Hands of Experience on Power Point, Word and Excel and should be able to work on automated software applications.(Advantage)
Soft skills (Minimum)
  • Excellent Communication Skills
  • Business awareness
  • Customer Service Focus
  • Active listening skills
  • Coaching and mentoring
  • Presentation and Facilitation Skills
Soft Skills (Advantage)
  • Self-disciplined and result oriented
  • Teamwork/ Managing Self / Adaptability
  • Ability to multitask
  • Data gathering ability/ Eye for detail
Requirements:
  • Grade 12 or equivalent qualification
  • Minimum 2 year of work experience in BPO / Insurance industry. Prior exposure to training shall be preferred.
Working hours: Monday – Sunday 24/7 Shift environment
Location: Based in George, Western Cape

Salary: R10,300
Benefits: Pension Fund Contribution and Medical Aid

Should you wish to apply for the position, please apply directly via this job board, please ensure that you quote reference number 202145 subject heading or email body.

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed in maintaining diversity in its’ appointments. Surgo (Pty) Ltd, therefore also encourages people with disabilities and from other diverse backgrounds to apply. Due to the high volume of applications, should you not receive feedback within three months upon submission, you can assume your application was unsuccessful and we encourage you to reapply.

Your CV will be kept on our database for us to contact you should any future vacancies become available. If you do not wish for us to keep your CV for any other positions, please email recruitment@surgo.co.za.


Details

Employee Type
Full-Time Regular
Location
Cape Town Western Cape
Min Salary
0.00 ZAR
Max Salary
0.00 ZAR