Call Center Trainer (x2 Positions) – MRI Botswana Limited

Call Center, Call Centre
Gaborone
October 8, 2022
Full Time Contract

Job Description

MRI Botswana Limited is a citizen-owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, contact centre solutions, integrated primary healthcare services, and pharmaceutical services. The company is looking for suitably qualified, experienced, self- driven and dynamic professionals for the following vacant position tenable in Gaborone.

CALL CENTRE TRAINER X 2

Main Purpose of the Job

Reporting to the Call Centre Manager, the Call Centre Trainer will be responsible for ensuring the proper running of the Call Centre.

Key Performance Areas

  • Contributing towards the formulation and development of the departmental strategy with the day-to day operations In the call centre.
  • Contributing to the formulation of training needs by providing call centre with accurate Information that enables them to identify the right programs for upskilling the call centre staff.
  • Ensuring training quality levels to eliminate poor performance and negative behaviour, reducing wastage In retraining and attrition.
  • Preparing training plans, conducting training at designated timelines and training call centre agents on customer service standards.
  • Creating a conducive environment for learning and motivating the team towards behavioural change.
  • Measuring call centre performance and facilitating the business strategic objectives and requirements.
  • Observing and providing call performance feedback and trend data to team leaders, supervisors and/ or agents.
  • Maintaining the relevant documentation of all performance monitoring and training activities.
  • Summarizing and collating case-related information where necessary for the attention of the supervisor.
  • Helping to maintain company service levels.
  • Ensuring application of relevant call centre policies and procedures
  • Communicating service failures with the Call Centre Supervisor and designing an action plan with a follow through mechanism.

Qualifications and Relevant Experience

  • A Bachelor’s Degree in Education. Social Sciences, or related field.
  • Certificate or Diploma qualification in Learning and development or Training
  • Experience in a customer service and business development
  • Minimum of 3 years’ experience In call centre environment.
  • In-depth understanding of Business environment, product, services, and quality

Key Competencies & Skills

  • Excellent communication skills
  • Good command of both English and Setswana
  • Customer Service skills
  • Critical decision-making skills
  • Interpersonal sensitivity
  • Planning and organizing
  • Supervisory skills
  • Self-motivated and Team player
  • Computer literate

Only applications inclusive of a cover letter, resume and certified certificates will be accepted via the following email address:

ATT: Head of Human Resources Email: [email protected]
Closing Date: 12 October 2022. Note that only shortlisted candidates will be responded to.

Location

Related Jobs