Assistant Training Manager (Contact Center) at IGT

Position: Assistant Training Manager (Airline/ Travel Domain experience )

Job Location: Cape Town, South Africa

As our new Trainer you will be responsible for planning, facilitating and delivering ongoing process training in an international BPO environment. The overall objective is to ensure our teams are knowledgeable and capable of delivering top customer service in an accurate, courteous and constant manner. You will be the know-how master elevating the knowledge level of our staff, helping them be successful in offering customer service up to leading global brands’ expectations

Your profile:

• Fluent in English
•  Strong written and verbal communication skills
• Top Customer and Client handling skills
• Experience in process/soft skills/up-skilling training
• Min. 2-3 years of experience in hands-on Training delivery - direct experience in BPO environments is a strong advantage

Key Responsibilities:

• Ensure successful planning and execution of training needs
•  Measure program training effectiveness
•  Provide associates and supervisors with guidance, mentoring and support focused on performance improvement
• Send reports to the Operations team on the progress/pending status of the training activities including suggests for process or training improvement opportunities
• Review content at regular intervals to ensure all updates are incorporated
•  Participate in internal & external calibrations
•  Conduct refresher trainings based on TNI
•  Manage knowledge check for new hires & production staff our new Trainer you will be responsible for planning, facilitating and delivering ongoing process training in an international BPO environment.
•  The overall objective is to ensure our teams are knowledgeable and capable of delivering top customer service in an accurate, courteous and constant manner. You will be the know-how master elevating the knowledge level of our staff, helping them be successful in offering customer service up to leading global brands’ expectations

We offer:

•  Competitive salary package and benefits
• Career growth opportunities within an international developing team