Main job function
To ensure adequate training and on-boarding of new staff members entering the emergency contact centre environment and to upskill and train existing staff on new products and initiatives.
KEY RESPONSIBILITY AREAS
- Provide initial training of new staff and new products within the Contact Centre
- Ensure ongoing upskilling and improvement of Contact Centre employees towards excellent service delivery and patient experience
- Support the Contact Centre Leadership team and Contact Centre Operations
REQUIRED EDUCATION
ESSENTIAL EDUCATION: Grade 12
DESIRED EDUCATION: Diploma/ Degree in Contact Centre Administration
Certificate in Human Resource Management/ Training and Development
REQUIRED EXPERIENCE
ESSENTIAL MINIMUM EXPERIENCE: 4 years’ contact centre experience, 1 year contact centre training or coaching experience
DESIRED EXPERIENCE: 4 years’ emergency contact centre experience, 2 years’ contact centre training or coaching experience
REQUIRED JOB SKILLS AND KNOWLEDGE
- Customer service contact centre operations
- Development of training materials and programmes
- Effectively communicate and coach content towards a variety of learning needs
- Coaching and quality improvement
- Healthcare environment
- MS Office and PC literate
- Comprehensive working knowledge of policies, procedure, and benefits across all product lines
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
To apply for this job email your details to Sharonsmit@armstrongappointments.com