Job Description

We are looking for a knowledgeable, professional, and personable Customer Service Training Specialist to join our team! The ideal fit for the role will have a strong customer service background with knowledge of various techniques to implement effective training for our team. The key focus of the position is to work with new and existing team members to train them on the fundamentals of good customer service, ensuring excellent service levels are maintained.
Learning & Development

• Conduct training needs analysis
• Develop, compile and maintain training manuals, records and support materials as needs arise, ensuring that material remains current and relevant
• Create, schedule and deliver training programmes focused on learning methods and based on employee needs, business priorities and best practice
• Monitor and evaluate the effectiveness of training by deploying measurement and feedback tools that track outcomes and ensure alignment of objectives as well as to assess learners
• Provide technical support and expertise through query resolution in support of the business in overall development of employees
• Provide support with regard to new projects and technology
• Design learning material by applying innovative techniques and best practices for effective delivery of content
• Design and maintain functional and technical learning programme content and assessments
• Design e-learning material (storyboards)
• Design infographics, graphics, presentations and other
• Develop e- Learning material to meet the defined and intended outcome of the training and suggest further action (i.e. observations)
• Align learning material to meet best practices for learning
• Develop programme content in line with quality standards for quality implementation purposes
• Upload and test signed-off learning material on the LMS
• Ensure learner understanding of material/subject matter by designing and developing assessment tools (pre and post) to assess strengths and developmental areas
• Advise leadership on development issues based on the outcome of the assessments and provide reports to business on development gaps and completion rates
• Ensure that assessments meet the agreed quality standards

Project Management

• Initiate requested project by arranging and conducting kick-off meetings with relevant business units
• Conduct needs assessments on training needs as required/identified by business by asking relevant questions, why, how, what etc.)
• Consult with business areas to agree on reasonable and achievable deadlines
• Facilitate joint analysis and design sessions, conduct business interviews and other information gathering techniques in order to determine learning material requirements
• Develop and present a Customer Service training proposal and plan based on the needs assessment and make sound recommendations/provide effective and quality solutions to meet the identified need
• Implement training and development plans
• Plan and implement learning programmes
• Coordinate resources associated with the design, development, testing and implementation phases of course content to ensure quality deliverables
• Ensure that all proposals, training material, project milestones are signed off by the HR Director
• Monitor achievement of project deliverables on a weekly basis and report on project status to the HR Manager/HR Director
• Escalate any unresolvable queries/issues/challenges to the HR Manager/HR Director

Capacity Building

• Discuss and explain feedback to the relevant business units to improve the overall quality of service.
• Map the need for training and refresher programs to be initiated
• Design capacity development interventions in collaboration with business units and coordinate the implementation of learning programs and coaching activities to address areas of development.
• Ensure targeted communication and capacity building programs in the performance management process to enable managers to effectively evaluate and measure individual and team performance and to optimize performance and productivity.
• In liaison with the Business Unit Managers and Talent Management teams, contribute to the implementation and management of employee development and talent management initiatives to address performance gaps related to capacity/knowledge gaps among employees.
• Prepare and analyze Performance Improvement reports for the Management team to review.
• Utilize reports on performance results for the development of action plans for agents.
• Provide feedback and input into enhancements of processes, training and systems based on trends.
• Fostering a culture of results, innovation, and quality assurance within the organisation.

Work Collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build cooperation and overcome barriers to information sharing, communication, and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with internal and external stakeholders to develop joint solutions

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs

• Bachelor's degree in either Education, Training and Development, Human Resources, or a related field.
• 5 years' experience as a Customer Service Training Specialist / similar role within financial services industry & Call Centre environment (Desirable).
• Instructional Design experience and developing creative learning material.
• Multi-media experience - videos, graphic designing.
• Sound knowledge of Learning Management System