Training Officer

Training Officer

Responsible for identifying and developing training programs to meet Contact Centre operational needs, ensuring alignment with organizational goals, and managing interactions with training partners. This role involves creating and maintaining training curriculums, conducting feedback surveys, and providing coaching and mentoring to staff.

Responsibilities

• Identify and develop training programs to meet Contact Centre operational needs
• Ensure training objectives align with organization’s short, medium, and long term goals
• Develop specific training curriculum and modules to improve performance and address skills gaps
• Maintain a calendar of training programs designed to meet internal and external requirements
• Manage interface and interactions with training partners
• Conduct feedback surveys and present results to management
• Ensure availability of appropriate training materials
• Regularly review course curriculum to ensure parity with industry standards
• Manage logistics and resource planning for training programs
• Provide training, coaching, and mentoring to staff and external delegates

Requirements

• Bachelor’s Degree or HND
• Relevant Contact Centre operations certification
• QAI Certified Contact Centre Agent
• QAI Certified Trainer
• Minimum of Three [3] years relevant work experience in the Contact Centre
• Working knowledge of CRM software and understanding of the Contact center industry
• Customer Service Skills
• Communication (Local Language and English)
• Proficiency in PC/personal productivity tools (Word, Excel, PowerPoint, Mailing)
• Excellent Communication skills
• Excellent Telephone Etiquette
• Listening Skills
• Organizing Skills
• Administrative Skills
• Problem Identification/ Solving Skills

How to Apply Qualified candidates should send in their CV, using the job title as the subject of the mail, to apply@consollimited.com.