Call Center Trainer - Johannesburg - Service Desk Analyst

Job Description

We are on the lookout for a skilled Call Center Trainer to join our Johannesburg team. The ideal candidate will be responsible for developing and delivering training programs to enhance the skills of service desk analysts, ensuring quality service delivery.

Responsibilities

• Facilitate ongoing training sessions to enhance service desk operations.
• Assess the skill levels of staff and adjust training programs accordingly.
• Encourage a culture of continuous learning within the team.
• Develop training metrics to measure success and areas for improvement.
• Support staff through role-playing and practical exercises.

Requirements

Education

• Bachelor’s degree in Human Resources or a related field
• Training and Assessment Certificate is preferred

Experience

• 3+ years of experience in training or instructional design

Technical Skills

• Coaching Skills
• Performance Metrics Analysis

Soft Skills

• Interpersonal Skills
• Problem-Solving

Languages

• English: Fluent

Advantageous

• Experience in Call Center Operations: Understanding of call center workflows and processes.
• Knowledge of Customer Relationship Management (CRM) tools: Experience using CRMs to support customer service training.

Benefits

• Comprehensive medical aid
• Employee training and development support
• Work-life balance initiatives
• Remote work options available post-probation

Company Culture

• Innovation: We encourage innovative thinking and provide a platform for new ideas.
• Professional Growth: We support our employees' professional journeys through training and mentorship.
• Open Communication: We promote open communication and transparency at all levels.