Job Opportunity at ABC Worldwide: SME Trainer/Advisor Trainer (Call Centre) in George Area
ABC Worldwide is looking for a dedicated and experienced SME Trainer/Advisor Trainer to join our dynamic team. If you are passionate about educating and developing competent staff to meet client-set requirements, we are eager to hear from you. The role focuses on transferring process knowledge and related skills essential for successful production.
Job Description
The primary role of the SME Trainer/Advisor Trainer is to educate and produce competent staff to deliver on client-set requirements. This involves transferring necessary process knowledge and skills essential for task completion. Additionally, the role involves providing assistance in several key areas, including developing and improving process-specific curriculums, conducting training needs analysis, creating content to meet client updates, organizing cross- and up-skill training, and reporting to process owners.
Key Responsibilities
- Lead and Co-Lead Training: Conduct new hire classes and continuing education training sessions for both new hire trainees and tenured agents.
- Attendance Tracking: Monitor and complete daily attendance tracking throughout the entire process training until nesting.
- Campaign Experience: Specialize in campaigns related to insurance or utilities.
- Activity Creation: Formulate effective activities, exercises, or assessments aimed at improving learning outcomes.
- Quality and Effectiveness Monitoring: Evaluate operations, programs, processes, and/or practices to ensure quality and effectiveness; make recommendations for improvement as needed.
- Policy Compliance: Ensure compliance with client and organizational policies and procedures.
- Professional Communication: Maintain consistent and professional communications with supervisors, managers, operations management, peers, and trainees/agents.
- Needs Assessment: Deliberate on identifying new hires’ training and nesting needs.
- Post-Nesting Performance Monitoring: Track the performance of trainees for the first three months post-nesting to ensure they meet expected standards.
- Content Delivery: Deliver training content and context based on the established curriculum/agendas.
- Leadership: Demonstrate effective leadership skills with new hires and tenured agents.
- Efficient Training Methods: Implement and demonstrate efficient training methods tailored to different learning needs.
- Team Collaboration: Work collaboratively with the team to facilitate effective knowledge and skills transfer essential for meeting business requirements.
- Client Interaction: Participate in client calls and visits under the guidance of a supervisor.
- Process Improvement: Collaborate with quality and operations teams to implement process improvements.
- Team Huddles and Support: Conduct team huddles and provide floor and online support on process updates.
- Process Updates System: Develop and implement an efficient system for process updates as required by the process or clients.
Educational Requirements
- Minimum Education: Matric and above.
Experience Requirements
- Industry Experience: At least 12 months of experience in a BPO/Call Centre environment.
Compensation and Location
- Expected Salary: R10000 – R15000 per month.
- Location: Cape Town, Western Cape.
Desired Characteristics
Seeking individuals who are:
- Detail-oriented and process-driven.
- Strong communicators with excellent interpersonal skills.
- Capable of working in fast-paced environments.
- Adaptable and innovative, constantly seeking ways for improvement.
- Collaborative team players open to feedback and constructive criticism.
- Proven leaders with a track record of managing and training staff effectively.
Why Join ABC Worldwide?
At ABC Worldwide, we take pride in our inclusive and empowering work culture. Joining our team means becoming part of a company that values growth, continuous learning, and excellence. You will have the opportunity to work in a supportive environment that encourages personal and professional development.
If you are an experienced trainer passionate about the call centre industry and excited to contribute to a company’s growth, this position is for you. Take the next step in your career by joining ABC Worldwide, where your efforts will drive our continued success and excellence.
For more information or to send your application, please contact:
James Knoll
We look forward to potentially having you on our team and making a significant impact together.
Please Note: This job posting is intended to provide detailed information about the SME Trainer/Advisor Trainer role at ABC Worldwide to prospective candidates. If you match the qualifications and are interested in this role, consider this opportunity as a potential career advancement.
Tips on What To Include In CV
When crafting a curriculum vitae (CV) for the role of Advisor/ SME Trainer (Call Centre) in the George Area, align your professional experience and skills with the job description provided. Your CV should include the following sections:
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Contact Information: Provide your full name, phone number, email address, and physical address.
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Professional Summary: A brief statement summarizing your experience in call center environments, highlighting your expertise in training and development, process improvement, and leadership.
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Education: List your educational qualifications, starting with your Matric certificate and any higher education credentials.
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Professional Experience:
- Role Title, Company Name – Location (Month/Year-Month/Year)
- Detail your experience in conducting new hire and continuing education training.
- Highlight your ability to track daily attendance and monitor post-nesting performance.
- Describe your campaign experience in insurance or utilities.
- Show how you have formulated effective learning activities, ensured compliance with policies, and maintained professional communications.
- Demonstrate your leadership skills and collaboration with quality and operations teams.
- Role Title, Company Name – Location (Month/Year-Month/Year)
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Skills:
- Effective communication and leadership
- Training needs analysis and curriculum development
- Process evaluation and improvement
- Attendance and performance monitoring
- Compliance to policies and procedures
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Certifications (if applicable): Include any relevant certifications in training or call center operations.
- Professional References: Available upon request.
Ensure to tailor your CV to reflect the specific requirements of the job description, emphasizing relevant experience and competencies.