Training Officer at ConSol Limited

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

Education Qualification:

• Bachelor’s Degree or HND

Professional Qualification:

• Relevant Contact centre operations certification
• QAI Certified Contact Centre Agent
• QAI Certified Trainer

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

Functional skills:

• Customer Service Skills
• Communication (Local Language and English)
• PC/personal productivity tools – Words for windows, Excel, PowerPoint, Mailing
• Excellent Communication skills
• Excellent Telephone Etiquette
• Listening Skills
• Organizing Skills
• Administrative Skills
• Problem Identification/ Solving Skills

Method of Application:
Qualified candidates should send in their cv, using the job title as the subject of the mail, to apply@consollimited.com.

All applicants must go through the job description carefully and apply if qualified.