Manager/Asst. Manager -Customer Experience (Call Centre Trainer)

Role & responsibilities:

This position would include the mentioned set of responsibilities but not limited to:

1. Designing and delivering training programs for contact centre agents.

2. Preparing reports and analyzing data to assist management as they determine contact centre goals.

3. Evaluation Agent Performance and provide feedback to improve agent skills. Provide learning / coaching and taking corrective action, if necessary.

4. Observing the daily operations of contact centre employees, identify operational issues and identifying / suggesting possible areas of improvement.

5. Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

6. Working with other supervisors and management team members to support agents and maximize customer satisfaction.

7. Hiring, training, and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Answering agent questions regarding best practices or difficult calls.

8. Preparing procedures and policies regarding sales techniques and appropriate agent conduct with contact centre objectives, performance standards and policies.

9. Scheduling and conducting training sessions on various call centre topics to prepare and support new employees.

10. Training experienced employees on new or updated call centre procedures to improve their performance.

11. Liaising with team leaders and managers to conduct on-the-job coaching.

Applicants should possess the following attributes:

1. Excellent knowledge of sales techniques and customer service best practices, problem

solving, leadership, and customer service skills.

2. Proficiency with technology, especially computers, software applications, and phone

systems.

3. Strong teaching abilities and mentoring skills. Analytical, efficient, and thorough.

4. Good verbal & written communication, interpersonal, and conflict resolution skills.

5. Ability to coach, train, and motivate employees and evaluate their performance.

6. Experience / knowledge of BOBCARD's products & processes will be an added

advantage.

7. Data Analysis & Quality Assurance.