Skills Coach - Acquisitions (Internal Vacancy)Listing reference: track_001267Listing status: OnlineApply by: 21 August 2024Position summaryJob category: Call Centre and TelesalesLocation: RandburgContract: PermanentRemuneration: Market RelatedEE position: YesIntroductionThe primary objective for appointing a Skills Coach in the Contact Centre includes providing, monitoring, evaluating and recording effective training activities. To design training material to help develop or improve job-related skills. The successful incumbent will be responsible for system, product, sales, customer service and soft skills as well as standard operating procedures training. They will provide support towards the achievement of maximum productivity, enhanced customer service and growth in line with the Contact Centre/Company strategy, company vision and values. To identify the training objectives, needs and outcomes and subsequently ensure that suitable training interventions are conducted.Key ResponsibilitiesInitiation/onboarding of new recruits in the work environmentEnsure that workplace is setup for new users with the appropriate accessLiaise with training, QA, skills coaches & managers across various business units for new product launches, system updates, cross skilling of staff etc.Upkeep of skills gaps, reports and staff progress against skills matrixAssessment of skills and reporting of results for developmental purposesDelivery of training on the Company/Contact Centre strategy as definedDevelopment of training and educational programs for the individuals and teams according to the gaps identified and optimizing of system efficiencies; cost reduction & customer service deliveryDesign learning programme frameworks that are fit for purpose and meet stakeholder requirements & recommend suitable development interventions to address any skills gaps identifiedResearch content of learning programmes and other learning interventions in consultation with subject matter experts & align the content to improve customer service delivery and efficienciesDevelop and implement a training plan that ensures attainment of goals and efficienciesEngage with the learning and development team to assist with internal training programmesMotivate and inspire learners by using appropriate learning resourcesEnsure all department SOPs are aligned to the ISO9001 frameworkTraining to external parties/intermediaries including regional staffInvolvement in new projects rollouts – understanding the scope of the project; compiling/documenting standard operating procedures and training manuals where applicable and facilitation of training sessionsCall listening & coaching (including side by side coaching) of agentsCalibration sessions to improve call qualitySales training to increase lead to contract conversionsUser acceptance testing for new products and system integrationUtilization of Tracker's e-Learning platformInvolvement in adhoc projectsMinimum RequirementsMatric3 Years Contact Centre experience of which at least 18 months should be Tracker Contact Centre specificPrevious training, coaching or buddying experience advantageousAccredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material - advantageousProficient in Microsoft Office suiteStrong understanding of customer service, sales, QA & training processSound Administrative, Analytical, Business writing, Communication, Presentation, Planning & Role play skillsDeadline driven and adherence to scheduleKnowledge of Processes: (Departmental specific e.g. Contracting, iEvolve etc.)Logical thinkingAble to work independentlyStrong business acumenPassion for people - customer service & salesThe ability to influence the teamStrong leadership skillsHigh degree of emotional intelligenceProfessionalFlexiblePlease note, if you are not contacted within 4 weeks consider your application unsuccessful.Medical aid, Provident fund
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