Celeste Petersen Email & Phone Number

Cape Town, Wc, Za

* Conduct needs assessments for the business in terms of Learning and Development needs in the call centre* Co-ordinate and roll out new starter Induction and change management Programmes* Company specific programme / training material development and design* Assessment and moderation of new starter training portfolios of evidence* Reporting and administration* Liasing and maintaining healthy relationships with management and business partners* Facilitation of in-house and SETA Skills programmes.* Facilitation of Soft Skills and management interventions* Evaluation of content and facilitation methodologies* Administration of logistics relating to the training plan* Assessment and sign-off of delegates* Assistance with business related training projects* Development of systems learning material* Coordinating business project rollouts

* Manage a team of Sales Advisors, providing them with weekly and monthly reviews, coaching sessions and live listening feedback* Complete quality evaluations for each advisor based on UK FSA (Financial Services Authority) requirements* Identify trends & development areas of individuals and through coaching and workshops agree on goals and action plans to correct future behaviour* Monitor and manage the team’s performance, adherence and absence levels* Complete monthly and weekly reviews with direct line manager, communicating team’s performance results and sales statistics and general behaviour* Conduct performance reviews with advisors for their bi-annual appraisals* Attend team leader meetings to discuss overall performance and share successes* Assist the department “Buzz Committee” to come up with ideas to motivate and incentivise the department for the month* Run a Learner Team (Calling The Cape Learnership Programme) and manage their specific outcomes i.e. Portfolio of Evidence, Group and Individual Assignments* Provide constant feedback to Learnership Manager around general performance of the learners

* Coach call centre advisors in terms of communication skills, systems and customer service* Run a Development Bank for all new recruits for a period of 2 weeks before they enter the live environment (simulated call centre environment)* Provide continuous feedback to team leaders and management around company quality levels and propose possible solutions for going forward* Listen and evaluate calls with existing teams and provide immediate feedback to advisors* Arrange coaching sessions and workshops where problem areas are identified amongst teams or individual advisors in the call centre* Train company specific courses including product knowledge and systems to advisors, team leaders and management. Administered knowledge tests with all groups and collated the site’s results for reporting* Manage and collate the training statistics for the company’s Quality of Service programme (company specific programme)* Attend conference calls with the UK to feedback on the site’s progress and swop best practice