Trainer & Coach (Ref: DTC)
Remuneration: Market Related

Position in the Financial sector in Cape Town - Western Cape
Posted On Wednesday 5 June 2019
Job Description:

Our client based in Cape Town currently have an opportunity for a Trainer and Coach in the Admin Department.

The successful candidate would be responsible for helping the company staff operate at optimal efficiency and measure and gauge activities

Main job function

To identify soft skills, product and process training needs required for employees

Prepare and develop training guides or material for workshops

Conduct product and sales training for new staff and ensure that they are equipped to begin work

Product refresher training for existing staff

Conduct assessment tests once training workshop has been completed

Ensure that daily assessments are done on allocated staff members

Conduct online and post call monitoring and provide coaching and feedback to employees

To be proactive in identifying process and procedural improvements and present possible solutions and root cause analysis

Address non-compliant call issues with the staff member

Compile weekly stat reports for Management on quality assessments

Achieve monthly QA targets as set by Management

To improve first call resolution and the quality of service delivery to ensure a positive client experience

To conduct QA audits on work processed by employees

Maintain and update your daily workflow stat report

To provide prompt and efficient escalations and/complaints handling should they arise

Dealing with and taking over client queries and telephone calls when intervention is required

Other administration related functions 

Matric and relevant post matric qualification


Good written and telephonic/verbal communication skills

Good negotiation skills and effective in dealing with customers and meeting their expectations

Ability to apply administration principals and work with detail and a high level of accuracy

Intermediary MS Office, especially Excel, Word and Microsoft Outlook skills

Good time management

Planning and organising

Works well in a team and independently

Coping with pressure and setbacks

Ability to solve and resolve problems

Quality of a high standard

Excellent people skills

Excellent coaching and teaching skills 

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.

Please contact Debra