Customer Care Trainer
Lagos, Nigeria
5d ago
source : Fuzu

To assess agent training needs, develop training material as required and deliver new product and ongoing refresher training to continuously improve the proficiency of the Call Centre agents.

  • Identify training and development needs in collaboration with the team leaders and Customer Care manager
  • Design and implement training programs for the Call Centre in line with new products, process changes, systems, soft skill or re-fresher training requirements
  • Update the monthly training calendar and schedule trainings as per the monthly plan
  • Monitor and review the progress of the Call Centre agents through monthly quizzes and review of quiz performance and related gaps
  • Assist managers solve specific training gaps in one on ones or group sessions
  • Implement training tools to progress the overall training experience and to keep up with the current training trends
  • Update the Knowledge Base with up-to-date training and troubleshooting information
  • Send out communication to the Call Centre pertaining to new products, process, system or troubleshooting
  • Requirements :

  • At least 3 years’ experience in the Call Centre industry.
  • 1 year and above experience in a customer service leadership capacity.
  • Demonstrates strong leadership style and work ethic.
  • Excellent communication and listening skills.
  • Ability to mentor and guide.
  • Display high integrity and honesty.
  • Demonstrate technical and professional expertise.
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