Mission

Your mission is to ensure all our new Customer Service agents are being trained to understand and use our processes and platforms, to optimise performance and quality of Customer Service team’s output by identifying gaps in knowledge and training needs, building training materials and modules, ensuring the teams are fully trained on all topics and that this is reflected in the quality of their day to day tasks.

Role and responsibilities

As a Training Manager, you will work closely with the Customer Service Team Leaders to:

• Redesign the new joiners training program to include processes, tools and soft skills training for new Customer Service agents
• Deliver in person or remote training to new joiners, alternating theory and practice, and coordinating shadowing sessions with the existing Customer Service team
• Conduct post-training evaluations to assess the effectiveness of the training program, including determining whether the agents have applied the new skills in their work environment
• Working with the Team Leaders, identifying needs for ongoing ...