Training customer interfacing staff in the contact center and the retail shops

• Be accessible to all contact centre executives [CCE’S] in all work related activities• Monitor service quality within the Contact Centre section: • Ensure process improvements and maintain the Contact Centre’s performance records that highlight adherence to KPI’s:• Participate in the development of staff and people management: • Develop Personal effectiveness and Improvement: ( initiative / career development)

• Provide coaching and mentorship for the training co-ordinator• Conduct quarterly Training Needs Analysis/Assessment• Populate and maintain a monthly training register for the agents• design a quarterly training plan taking into consideration the different needs and identified skills gaps• co-ordinate the weekly training of agents through the different learning methods i.e. practical, classroom, coaching, motivational• conduct and supervise training and development programs for CCEs• plan, organize, and direct a wide range of training activities• arrange on-the-job training for new employees• set up individualized training plans to strengthen an employee's existing skills or teach new ones• Liaise with CCEs and CC management to identify and assess training needs • Co-ordinate the Incubation period of new hires• periodically evaluate training effectiveness to ensure transfer of knowledge• prepare and analyze training reports for management review • conduct training effectiveness surveys to address any gaps• research and benchmark on training best practices to improve agent training

- Manages the company’s contact centres hotline operations - Communicates and enforces shift schedules- Provides hands on support and guidance to customer care representatives (CCE’s) and handles referred customer calls