Contact Centre Training Facilitator at The Shoprite Group of Companies

Purpose of the Job    

• As an integral part of the Contact Centre team, this role is responsible for conducting quality assessments and providing coaching support across all channels to Contact Centre Agents to ultimately improve service delivery and overall customer experience.

Working hours are a 40 hour work week scheduled any five days from Monday to Sunday (shift work 8am-8pm), including public holidays.

Job Objectives    
Human Resources:

• Provide a learning channel that effectively transfers knowledge within the Contact Centre to improve skill levels (maximize knowledge transfer) 
• Conduct training needs analysis by liaising closely with the Quality Assurance Team and Contact Centre Leadership  Ensure training registers and surveys are completed for all sessions
• Support the QA and Training Lead with ad-hoc duties as required 

Plan and schedule training:

• Assist the Lead/Develop training plans in line with operational schedule and new and existing business initiatives  Assist the Lead/Develop a logistics plan for new intakes regarding systems set-up, training rooms, training material etc. 

Facilitate Training:

• Provide and support cross-training of Contact Centre Agents
• Facilitate eLearning sessions
• Conduct training sessions for new intakes, new processes or business initiatives, or refresher training as needed Develop and Conduct proficiency assessment or other diagnostic tool to determine learner’s level of learning  

Knowledge base:

• Training material and general information management 
• Assist in the design of training modules and knowledge artefacts and keep material up to date Update information on the Knowledge sharepoint portal as needed
• Ensure CRM system email templates are created and updated 
• Assist in documenting processes and procedures

Qualifications    

• Bachelors Degree (3 years) / NQF level 7 or Diploma / NQF level 6

Experience    

• 5 years in a Customer Service environment
• Knowledge and Skills    
• Please refer to experience