Trainer - Customer Service at ConSol Limited

Location: Oshodi, Lagos

Objective / Purpose

• Ensure all training needs of Contact Centre are met.

Job Duties/ Responsibilities / Accountabilities

• Identify and develop training programs to meet Contact Centre operational needs
• Ensure that the training objectives are aligned with organization’s short, medium and long term goals
• Develop specific training curriculum and modules to improve performance and address the skills gaps and performance deficiencies identified by the Quality Assurance Team.
• Maintain a calendar of training programs designed to meet both the internal business requirements and external revenue generating opportunities.
• Manage the interface and the interactions with ConSol’s training Partners e.g. QAI Global.
• Conduct regular feedback surveys from training programs provided to both internal and external customers, collate and present results to Management.
• Ensure the availability of appropriate training materials for executing training program
• Regularly review course curriculum and content to ensure parity with industry-standard contents.
• Manage the logistics and resource planning for executing training program for internal and external customers.
• Be responsible for training, coaching, mentoring and human capacity development of staff and external training delegates

Requirements
Education Qualification:

• Bachelor’s Degree or HND.

Professional Qualification:

• Relevant Contact Centre Operations Certification
• Relevant Training Certification

Experience:

• Minimum of Three [3] years relevant work experience in the Contact Centre
• Working knowledge of appropriate CRM software and understanding of the Contact center industry