·       Initiation/onboarding of new recruits in the work environment

·       Ensure that workplace is setup for new users with the appropriate access

·       Liaise 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 matrix

·       Assessment of skills and reporting of results for developmental purposes

·       Delivery of training on the Company/Contact Centre strategy as defined

·       Development of training and educational programs for the individuals and teams according to the gaps identified and optimizing of system efficiencies; cost reduction & customer service delivery

·       Design learning programme frameworks that are fit for purpose and meet stakeholder requirements & recommend suitable development interventions to address any skills gaps identified

·       Research content of learning programmes and other learning interventions in consultation with subject matter experts & align the content to improve customer service delivery and efficiencies

·       Develop and implement a training plan that ensures attainment of goals and efficiencies

·       Engage with the learning and development team to assist with internal training programmes

·       Motivate and inspire learners by using appropriate learning resources

·       Ensure all department SOPs are aligned to the ISO9001 framework

·       Participation in department sales drives

·       Training to external parties/intermediaries including regional staff

·       Involvement in new projects rollouts – understanding the scope of the project; compiling/documenting standard operating procedures and training manuals where applicable and facilitation of training sessions 

·       Call listening & coaching (including side by side coaching) of agents

·       Calibration sessions to improve call quality

·       Sales training to increase lead to contract conversions

·       User acceptance testing for new products and system integration

·       Utilization of Tracker’s e-Learning platform 

·       Involvement in adhoc projects