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The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology. We approach markets that are traditionally complex and contested, and then simplify them, making life easier for consumers, and business more effic...
Job Advert:
The role:
Leaving a legacy starts on day one. We believe that we only get one chance to make a great first impression with our new employees and that every interaction is an opportunity to make the world around us better.
We're looking for a Contact Centre Trainer who will be able to facilitate product soft skills and systems training in a fast-paced contact centre environment so that we achieve both the company and our clients’ business and strategic objectives.
The detail:
Training preparation and facilitation
Update lesson plans, training material and versions to be used in facilitation of training in accordance with our curriculum, systems and/or product changes.
Be an industry thought-leader
Constantly look for ways to up-skill and familiarize yourself with business-related developments and enhancements in the industry. Constantly seek ways to improve the training experience and share your ideas with your colleagues.
Coach and develop new employees and trainees
Provide additional support to the new agents during the first full month throughout our training phases and into full production.
Identify development gaps.
Identify development gaps of trainees and new agents to assist their managers with helping our new employees achieve optimal performance.
Provide ongoing feedback to the recruitment team to assist in the improvement of the calibre of future hires.
Reporting and Assessments
Conducts and submits Skills gap analysis reports for existing staff as required. Submit daily reports.
Prepare candidates for tests and assessments.
We'd love to hear from you if?
You have completed matric?
Are you able to work nightshift?
Are you able to assess learning outcomes?
While a coaching qualification is preferred, coaching experience is essential.
Are you qualified as, or interested in becoming, an accredited assessor?
Do you have a minimum of 2 years’ previous experience in product, systems and/or soft skills training?
Do you have training experience relevant to a contact centre and/or other high volume environment?
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