Trainer - BPO / Call Center

Telebest; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading BPO company located in Cape Town seeks a Training Facilitator to plan and deliver process training. The ideal candidate should have exceptional communication skills and experience in training delivery, particularly within a BPO setting. Responsibilities include ensuring teams provide top-notch customer service and measuring training effectiveness.

Qualifications

• Minimum of 2-3 years of hands-on training delivery experience in a BPO environment.

Responsibilities

• Plan and deliver ongoing process training in a BPO environment.
• Ensure teams can deliver accurate and courteous customer service.
• Measure training program effectiveness and provide guidance for improvement.

Skills

Fluent in English with strong communication skills

Exceptional customer handling skills

Experience in process, soft skills, and up-skilling training

Job description

Responsibilities :

• Plan, facilitate, and deliver ongoing process training in an international BPO environment.
• Ensure that our teams have the knowledge and capabilities to deliver accurate, courteous, and consistent customer service.
• Serve as the subject matter expert, elevating the knowledge level of our staff to meet the expectations of leading global brands.
• Measure the effectiveness of training programs and provide guidance and support to associates and supervisors for performance improvement.
• Collaborate with the Operations team to provide regular reports on training progress and identify opportunities for process or training improvements.
• Review training content regularly to incorporate updates and changes.
• Participate in internal and external calibrations to maintain consistency in training delivery.
• Conduct refresher training based on Training Needs Identification (TNI).
• Manage knowledge checks for new hires and production staff.

Requirements :

• Fluent in English with strong written and verbal communication skills.
• Exceptional customer and client handling skills.
• Experience in process, soft skills, and up-skilling training.
• Minimum of 2-3 years of hands-on training delivery experience, preferably in a BPO environment.