French Trainer

e passionate about training WE have the perfect role for you:

The purpose of this role is to deliver, evaluate and report on all Business Unit specific training within the operation, in order to ensure the Agents are ready and prepared to deliver exceptional customer experiences.

Key performance Indicators

1. Training
• Deliver product, systems and customer experience training to all Agents
• Deliver refresher training as required
• Operates within agreed training schedule and meets quality standards
• Delivers induction training to all Agents
• Delivers on-the-job training
• Creates a training environment conducive to providing the best possible learning experience

2. Learning assessments
• Continually listens to live calls to identify any gaps to be remedied through the training experience
• Ensures completion of learning assessments and provides relevant feedback and recommendations for improvements to training delivery.
• Provides feedback on call-listening to Training Managers to ensure continuous improvement
• Identifies learners at risk of being incapable of fulfilling the Agent function and timeously communicates the risk to Training Managers.

3. Post-Training Support
• Coaches Agents in order to facilitate the transition from training to full function.
Job Profile: Business Unit Trainer
• Assumes responsibility for closing all learning gaps between training and ‘go-live’ to ensure all Agents are “workplace ready”

4. Administration and Record keeping
• Accurately records all learning and development interventions
• Updates all training material to ensure currency and accuracy
• Provides management with relevant training reports
• Ensures training manuals and aids are prepared for training
• Makes logistical arrangements for training

Knowledge

• Matric or equivalent NQF
• 6 months training experience
• Training qualification or Future Leader: Trainer Graduate
• Must be fluent in French and English

Skills

• Planning and organising (L2)
• Customer service orientation (L2)
• Attention to detail
• Technical Expertise (L2)

Attributes

   • Influence