Job Description
Purpose of the job:
Responsible for training new recruits and supporting experienced employees to improve their performance. Creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated in order to achieve ultimate customer satisfaction.
Responsibilities and Duties:
• Developing call centre education materials, such as digital presentations, how-to manuals (product training, product updates, soft skills, QA etc)
• Preparing standard operating procedures and policies regarding product techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on product knowledge and various call centre topics to prepare and support new recruits.
• Liaising with Key Accounts to keep track of product updates.
• Training employees on new or updated...