Skills Coach- Acquisitions
Position summary
Introduction
Job description
· 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
Minimum requirements
· Matric
· 3 Years Contact Centre experience of which at least 18 months should be Tracker Contact Centre specific
· Previous training; coaching or buddying experience advantageous
· Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material - advantageous
· Proficient in Microsoft Office suite
· Strong understanding of customer service; sales; QA & training process
· Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
· Deadline driven and adherence to schedule
· Knowledge of Processes: (Departmental specific e.g. Contracting; iEvolve etc.)
· Excellent Tracker System, Product & Interdepartmental Knowledge
· Logical thinking
· Able to work independently
REQUIRED COMPETENCIES
· Strong business acumen
· Passion for people - customer service & sales
· The ability to influence the team
· Strong leadership skills
· High degree of emotional intelligence
· Professional
· Flexible
· Assertive
BENEFITS:
Medical aid, Provident fund
Please note, if you are not contacted within 4 weeks consider your application unsuccessful.