Contact Centre Training Coordinator at Mediclinic

MAIN PURPOSE OF JOB

• To ensure adequate training and on-boarding of new staff members entering into the emergency contact centre environment and to upskill and train existing staff on new products and initiatives.

KEY RESPONSIBILITY AREAS

• Provide initial training of new staff and new products within the Contact Centre
• Ensure ongoing upskilling and improvement of Contact Centre employees towards excellent service delivery and patient experience
• Support the Contact Centre Leadership team and Contact Centre Operations

REQUIRED EDUCATION

• ESSENTIAL EDUCATION: Grade 12
• DESIRED EDUCATION: Diploma/ Degree in Contact Centre Administration
• Certificate in Human Resource Management/ Training and Developmentt

REQUIRED EXPERIENCE

• ESSENTIAL MINIMUM EXPERIENCE: 4 years' contact centre experience, 1 year contact centre training or coaching experience
• DESIRED EXPERIENCE: 4 years' emergency contact centre experience, 2 years' contact centre training or coaching experience

REQUIRED JOB SKILLS AND KNOWLEDGE

• Customer service contact centre operations
• Development of training materials and programmes
• Effectively communicate and coach content towards a variety of learning needs
• Coaching and quality improvement
• Healthcare environment
• MS Office and PC literate
• Comprehensive working knowledge of policies, procedure, and benefits across all product lines