Trainer (International Contact Centre - Cape Town) at Ignition Group

Description

We need Trainers who will help give our future employees the tools to be more independent, equip them so that they gain more control of their lives and have a strong foundation upon which to build lifelong habits for success within our company.
Our Trainers are responsible for the facilitation of product, soft skills and systems training in a fast-paced contact centre environment in order to 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 our Trainees and new Employees - Provide additional support to the new agents during the first full month throughout our training phases and into full production. 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

Requirements

• Matric / Grade 12 
• Minimum of 1 year training or management experience preferably in a Contact Centre environment.
• Coaching experience is essential.
• Training / Coaching qualification advantageous.
• Ability to work flexible shifts.