Training/QA Manager at Human Capital Synergies Africa Limited

Key Role

Coaching and training both new recruits and experienced agents, help the call center meet its most important goals: improving productivity, reducing operating expenses, retaining customers, generating incremental revenue, providing an outstanding customer experience, and reducing agent attrition

Roles and Responsibilities

• Evaluate needs of company and plan training programs designed to fill these gaps
• Train new hires and existing staff on account specific modules and requirements , when applicable
• Identifying performance gaps and ensures yearly calendar is provided and all contractual trainings for the accounts is conducted
• Ensure individuals and support teams across the accounts are well equipped and updated with required knowledge on products, customer experience
• Provide support to new agents during the nesting period by scheduling coaching sessions.
• Develop, implement, and monitor training programs to drive sales performance and ensure effectiveness
• Create a comprehensive testing and evaluation process that produces well prepared and knowledgeable agents
• Conduct continuing education training on core sales process, ancillary products, and provider specific requirements
• Provide logistical support, course development, delivery, evaluation, and process measurements of training workshops
• Assist with the development of strategic training plans
• Identify and assess future and current training needs based on business objectives and agent performance
• Draw an overall or individualized training and development plan that addresses needs and expectations
• Deploy a wide variety of training methods to promote trainee engagement, interaction, and success
• Provide companies with classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops.

Skills and Qualifications

• Bachelor’s Degree- HR / IT/Business
• Minimum 5 years of work experience in a Call Center training & quality environment
• Project management experience is desirable
• Quality Assurance experience must have or Customer service Management
• Experience in supporting, supervising and motivating professional staff
• Successful track record in designing and executing successful training programs
• Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
• Ability to interact with employees at all levels and work with a diverse group of people
• Understands call center key metrics and possess strong analytical skills
• Strong training and motivational skill-set
• Customer Service, Emphasizing Excellence
• Passionate about learning and excited about the prospect of leading by example.