• Delivering training in multiple services and LOB’s to ensure all agents are equipted with all knowledge to deliver excellent customer service to customers for a leading telecommunications company. • Evaluate training requirements for each line of business, (sales, on-boarding, customer care and business. Consulting with managers, HR, and external resources like quality and mentors to ensure that all training is up to date and relevant.• Design training programmes ,lesson plans… Show more • Delivering training in multiple services and LOB’s to ensure all agents are equipted with all knowledge to deliver excellent customer service to customers for a leading telecommunications company. • Evaluate training requirements for each line of business, (sales, on-boarding, customer care and business. Consulting with managers, HR, and external resources like quality and mentors to ensure that all training is up to date and relevant.• Design training programmes ,lesson plans, assessments and continuous improvement courses to deliver more efficient motivated work force. • Coach and mentor new hires and BAU staff through shadowing on the floor support to improve their performance and develop ad-hoc refresh training if knowledge gaps are evident.• Develop the use of alternative learning methods in practice such as coaching, eLearning, direct supervisor and shadowing to support the workforce development benchmark.• Generate reports to track progress of trainees during training period to support operations and evaluate training.• Research, develop, and write/ re-write training courses to support the contact centre operation including maintenance of the knowledge base.• Training representative at all high level management/ operational strategy meetings.• Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training.• Organise training sessions and schedule training to ensure all training commitments are met on time. Show less

- Payroll- Time management development with the agents- Motivating team and keeping a good morale.- Escalated Customer Complaints (Letters) manager- implementation of best practice to deal with letter complaints to improve efficiency and resolution delivery.- Monitoring daily performance of agents ensuring schedules are adhered to and not effecting service level.-CSAT (customer satisfaction) and FCR (first call resolution) ambassador for centre- development of online reports… Show more - Payroll- Time management development with the agents- Motivating team and keeping a good morale.- Escalated Customer Complaints (Letters) manager- implementation of best practice to deal with letter complaints to improve efficiency and resolution delivery.- Monitoring daily performance of agents ensuring schedules are adhered to and not effecting service level.-CSAT (customer satisfaction) and FCR (first call resolution) ambassador for centre- development of online reports for both CSAT and FCR to allow for in-depth analysis to be carried out as well as close the loop function where applicable- Marking agents calls for call quality- Coaching individual agents on their performance.- Upskilling individual agents to improve their knowledge so they could progress within the company.- Meeting both daily and weekly targets set by my Operations manager for myself and for the team. Show less