This leading provider of consumer electronics, home appliances and mobile communications, has over 500 employees nationally and is a well known household name in the market place. Work in modern surroundings, for a global leader with easy access to the M4 and M7 with onsite parking. We are seeking a highly motivated individual to manage and support the delivery of an effective training programme to front line staff that promotes service excellence with our global client. As the Quality Coach for a large call centre, you will be responsible for: - Actively promote a culture of customer service excellence within the organisation
- Create a detailed training plan and implement that plan to support the training needs of staff
- Liaise with both internal and external specialists to create/deliver/facilitate necessary training
- Effectively monitor the results of staff training through the implementation of ongoing learning needs analysis
- Achievement of KPI's at individual and Department level
- Maintain relevant training databases and records
- Supervision of staff in the performance of their duties
- Complain escalations
- Company inductions
- Support and guidance to the Customer Service Manager with the introduction of improvements to current processes and service related issues
To be successful in this position, you will have: - Tertiary qualifications in adult learning or related training discipline
- Demonstrated experience in creating both strategic and operational training programmes
- Experience in facilitating and presenting training sessions
- Demonstrated effective communication skills both oral and written
- A high level of negotiation and conflict resolution skills
- Strong organisation and time management skills
- To be self motivated & adaptable in changing situations
- To be computer literate, and have experience in maintaining database records and MS Powerpoint presentations
- And be a great team player
Work for a Global market leader - an organisation who truly listens to and values their employee's contributions! Apply today! Email your resume to nancy@activerecruitment.com.au |