Contact Centre Training Co Ordinator – SSCCTC

Armstrong Appointments; Sandton; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is looking for a dedicated training coordinator for their emergency contact centre. This role focuses on onboarding new staff and enhancing the skills of existing employees to ensure exceptional service delivery. With a strong emphasis on training development and effective communication, you will play a vital role in shaping the team's performance and patient experience. If you are passionate about coaching and improving service standards in a healthcare environment, this opportunity is perfect for you.

Qualifications

• 4 years’ contact centre experience, 1 year training or coaching experience.
• Experience in emergency contact centre is a plus.

Responsibilities

• Provide training for new staff and products in the Contact Centre.
• Upskill existing staff to enhance service delivery.

Skills

Customer service contact centre operations

Development of training materials and programmes

Coaching and quality improvement

Effective communication

MS Office and PC literacy

Education

Grade 12

Diploma/ Degree in Contact Centre Administration

Certificate in Human Resource Management/ Training and Development

Job description

Main job function

To ensure adequate training and on-boarding of new staff members entering the emergency contact centre environment and to upskill and train existing staff on new products and initiatives.

KEY RESPONSIBILITY AREAS

• Provide initial training of new staff and new products within the Contact Centre
• Ensure ongoing upskilling and improvement of Contact Centre employees towards excellent service delivery and patient experience
• Support the Contact Centre Leadership team and Contact Centre Operations

REQUIRED EDUCATION

ESSENTIAL EDUCATION:Grade 12

DESIRED EDUCATION:Diploma/ Degree in Contact Centre Administration
Certificate in Human Resource Management/ Training and Development

REQUIRED EXPERIENCE

ESSENTIAL MINIMUM EXPERIENCE:4 years’ contact centre experience,1 year contact centre training or coaching experience

DESIRED EXPERIENCE:4 years’ emergency contact centre experience,2 years’ contact centre training or coaching experience

REQUIRED JOB SKILLS AND KNOWLEDGE

• Customer service contact centre operations
• Development of training materials and programmes
• Effectively communicate and coach content towards a variety of learning needs
• Coaching and quality improvement
• Healthcare environment
• MS Office and PC literate
• Comprehensive working knowledge of policies, procedure, and benefits across all product lines

A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.