Skills Coach - Retentions

Tracker requires the Services of a Skills Coach in the Call Centre, Retentions Department, based at the Head Office in Johannesburg. The Skills Coach will be responsible for monitoring, evaluating and recording effective training activities. Design training material to help develop or improve job-related skills.

• Initiation/onboarding of new recruits in the work environment
• Ensure that workplace is setup for new users with the appropriate access
• Liaise with training, QA; skills coaches & managers across various business units for new product launches; system updates; cross skilling of staff etc.
• Upkeep of skills gaps, reports and staff progress against skills matrix
• Assessment of skills and reporting of results for developmental purposes
• Delivery of training on the Company/Contact Centre strategy as defined
• Development of training and educational programs for the individuals and teams according to the gaps identified and optimizing of system efficiencies, cost reduction & customer service delivery
• Design learning programme frameworks that are fit for purpose and meet stakeholder requirements & recommend suitable development interventions to address any skills gaps identified
• Research content of learning programmes and other learning interventions in consultation with subject matter experts & align the content to improve customer service delivery and efficiencies
• Develop and implement a training plan that ensures attainment of goals and efficiencies
• Engage with the learning and development team to assist with internal training programmes
• Ensure all department SOPs are aligned to the ISO9001 framework
• Participation in department sales and retention drives
• Involvement in new projects rollouts - understanding the scope of the project; compiling/documenting standard operating procedures and training manuals where applicable and facilitation of training sessions
• Call listening & coaching (including side by side coaching) of agents
• Calibration sessions to improve call quality
• User acceptance testing for new products and system integration
• Utilization of Tracker's e-Learning platform
• Involvement in adhoc projects

Matric

• 3 to 5 Years Contact Centre experience of which at least 24 months should be Tracker Contact Centre specific
• Previous training; coaching or buddying experience advantageous
• Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material - advantageous
• Proficient in Microsoft Office suite
• Strong understanding of customer service; sales; QA & training process
• Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
• Deadline driven and adherence to schedule
• Knowledge of Processes: (Departmental specific e.g. Contracting; iEvolve etc.)
• Excellent Tracker System, Product & Interdepartmental Knowledge
• Logical thinking
• Able to work independently