Subject Matter Expert - Training (Offshore Bpo)

Subject Matter Expert - Training (Offshore BPO)Main Purpose of the role:SMEs help in the skills development of employees by providing training and guidance on their area of expertise.NB: This is a night shift role.Required Minimum Education / Training:Grade 12.Proficient in Microsoft Office packages.Outlook.MS Teams.Required Minimum Work Experience:1 – 3 years' experience as a Customer Advisor/Agent.1 – 3 years' experience in BPO Offshore.CR Product and Systems Knowledge (SME).Presentation Skills.Training Skills.Key Performance Areas:Train, engage & lead agents to the new ways of work (Upskilling).Coach and develop agents in the use of the Operational Excellence methodology and improvement initiatives.Assist in identifying training needs.Assist in developing training materials where necessary according to client specifications.Provide constructive feedback on what is good or bad about an agent's work.Assist Operations to improve the quality of their work as well as enhance their skills.Collaborate with other support functions to achieve desired outcomes as set out by the client through the SLA.Excellent verbal and written communication skills.Stakeholder engagement (internal and external).Proficiency in MS Word, Excel, and Presentation.Analytical skills.Business Acumen (ability to make sound decisions).Strategic Thinker.Leadership in line with the Company's values.Influencer.Interpersonal skills.Demonstrate high ethical values.Comfortable dealing with ambiguity.Presenting and communicating information effectively.
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