Summary
Date Posted: Tuesday, February 18 2025, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose:
Design, implement, and deliver comprehensive training programs for Contact Center staff, ensuring they have the necessary skills, knowledge, and tools to provide exceptional customer service. The trainer will play a key role in enhancing employee performance, product knowledge, and adherence to regulatory and service standards within the banking industry.

Main Responsibilities:
• Design and deliver engaging onboarding training programs for new hires to facilitate a smooth and effective transition into the contact center team.
• Develop, maintain, and update training materials, including manuals, presentations, and online resources, to align with current banking products, services, and policies.
• Conduct ongoing coaching and refresher training sessions to address skill gaps, enhance product knowledge, and maintain service excellence across all contact center teams.
• Implement tailored training programs for specific teams (e.g., sales, complaints, or support teams) based on their unique needs and performance requirements.
• Assess the training needs of contact center staff through performance data analysis, feedback surveys, observation and quality audits.
• Collaborate with team leaders and managers to identify areas for improvement in employee performance and implement targeted training interventions.
• Monitor the effectiveness of training programs through evaluations, feedback analysis, and quality assessments to ensure desired outcomes are achieved.
• Ensure that all contact center staff are trained on and comply with all relevant banking regulations, data protection policies, and risk management standards.
• Stay abreast of any changes in regulations and incorporate them into training programs as necessary.
• Act as a mentor and resource for employees to enhance their skills, address challenges, and foster professional growth.
• Cultivate a positive and engaging learning environment that encourages staff participation and development.

Knowledge and Skills:
• Strong customer service orientation and a passion for improving customer experience.
• A development partner who possesses coaching qualities including positive attitude, ability to motivate and influence others, a trusted and supportive individual, Patient, observant and respectful problem solver.
• Ability to identify realistic and clear learning requirements from individual interactions and observations.
• Ability to build rapport and maintain positive relationships with trainees and stakeholders.
• Ability and willingness to coach and mentor others
• Ability to collaborate effectively with other team members and stakeholders.
• Strong understanding of adult learning principles and evolving learning and instructional design methodologies.
• Ability to monitor training quality, outcomes and impacts to employees and business
• Excellent communication, presentation, and interpersonal skills.
• Strong organizational, time management, and problem-solving skills.
• Ability to work independently and as part of a team.
• Ability to design, develop, and deliver engaging and effective structured and non-structured learning solutions.

Qualifications and Experience:
• Bachelor's degree in business studies, education, communications, or a related field.
• Minimum 3 years' experience in delivering customer experience or contact center learning solutions.
• Certificate of Training or Coaching is an added advantage
• Proven experience as a Contact Centre Trainer or a similar role in a customer service environment.
• Experience in crafting activities and delivering both indoor and outdoor learning activities including team building.
• Experience with learning management systems (LMS) is a plus

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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