Trainer
- 10 Oct 2024
- Victoria, Melbourne
- Permanent
- Full Time permanent role
Exciting Opportunity: Trainer for Our New Contact Centre in Melbourne!
🚀 Join Us in Shaping the Future! We're launching a brand-new Contact Centre in Melbourne and looking for a passionate Trainer to deliver exceptional training that drives client success and team performance.
Role: Trainer
Department: Operations
Key Responsibilities:
Implement and deliver top-notch training that aligns with client metrics.
Manage all aspects of new hire and floor training, including logistics and documentation.
Publish daily reports on attendance, adherence to session plans, and more.
Track new hire performance during OJT, collaborating with Team Leaders for coaching and refreshers.
Meet daily KPIs and adapt to evolving business needs.
Conduct engaging culture and process training, both virtually and in-person.
Facilitate mock calls and role plays to enhance learning.
Manage trainee performance and expectations, ensuring high throughput during live interactions.
Create and update training content to meet requirements.
Collaborate with clients to incorporate business-critical metrics into training programs.
Assess performance through audits and identify coaching needs.
Analyze business processes to recommend improvements for efficiency.
Participate in cross-functional meetings to address customer issues.
Maintain confidentiality of all sensitive information.
Work with the Quality team to identify training needs for team members.
Help manage disciplinary processes for those not meeting performance standards.
Communicate effectively with internal stakeholders and clients for feedback and approval.
Share best practices with other centers and continuously improve training delivery.
Train the team on voice calls for US providers regarding claim clarifications.
Uphold ethical standards in collections and compliance.
Required Skills:
Degree level education.
Fluent in English (reading, writing, speaking).
Strong communication and soft skills to handle customer inquiries and collaborate across teams.
Ability to work under pressure and manage difficult situations.
Confident in presenting to groups and engaging audiences.
Commitment to enhancing the customer experience.
Strong analytical skills and technical knowledge, particularly in telecommunication systems.
Experience in training both voice and non-voice processes; blended experience is a plus.
Proficient in MS Office (Excel, Word, PowerPoint).
Ability to manage the full training cycle from needs analysis to evaluation.
In-depth knowledge of collections practices and regulatory compliance.
Why Join Us?
Be part of an exciting new venture and make a significant impact on our training programs and overall team success!
Ready to inspire and lead? Apply now to help shape our team and drive exceptional service! 🌟
🚀 Join Us in Shaping the Future! We're launching a brand-new Contact Centre in Melbourne and looking for a passionate Trainer to deliver exceptional training that drives client success and team performance.
Role: Trainer
Department: Operations
Key Responsibilities:
Implement and deliver top-notch training that aligns with client metrics.
Manage all aspects of new hire and floor training, including logistics and documentation.
Publish daily reports on attendance, adherence to session plans, and more.
Track new hire performance during OJT, collaborating with Team Leaders for coaching and refreshers.
Meet daily KPIs and adapt to evolving business needs.
Conduct engaging culture and process training, both virtually and in-person.
Facilitate mock calls and role plays to enhance learning.
Manage trainee performance and expectations, ensuring high throughput during live interactions.
Create and update training content to meet requirements.
Collaborate with clients to incorporate business-critical metrics into training programs.
Assess performance through audits and identify coaching needs.
Analyze business processes to recommend improvements for efficiency.
Participate in cross-functional meetings to address customer issues.
Maintain confidentiality of all sensitive information.
Work with the Quality team to identify training needs for team members.
Help manage disciplinary processes for those not meeting performance standards.
Communicate effectively with internal stakeholders and clients for feedback and approval.
Share best practices with other centers and continuously improve training delivery.
Train the team on voice calls for US providers regarding claim clarifications.
Uphold ethical standards in collections and compliance.
Required Skills:
Degree level education.
Fluent in English (reading, writing, speaking).
Strong communication and soft skills to handle customer inquiries and collaborate across teams.
Ability to work under pressure and manage difficult situations.
Confident in presenting to groups and engaging audiences.
Commitment to enhancing the customer experience.
Strong analytical skills and technical knowledge, particularly in telecommunication systems.
Experience in training both voice and non-voice processes; blended experience is a plus.
Proficient in MS Office (Excel, Word, PowerPoint).
Ability to manage the full training cycle from needs analysis to evaluation.
In-depth knowledge of collections practices and regulatory compliance.
Why Join Us?
Be part of an exciting new venture and make a significant impact on our training programs and overall team success!
Ready to inspire and lead? Apply now to help shape our team and drive exceptional service! 🌟
