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Job Description
Training & Quality:
- Training needs diagnosis
- Receive the training of the product and its changes by the client, to then provide the training to CSR
- Provide initial training to new CSRs (on product, telemarketing, and computer tools) for their incorporation into the service
- Provide recycling training on qualitative aspects of service to the CSRs that need it (telephone procedures and/or management) to correct deviations
- Provide specific training of new products and prepare CSR
- Attend and participate in training plans that are established in the company for recycling and development
- Shadowing and audits
- Any other function that is considered relevant and necessary in the business
Administrative Tasks:
- Prepare manuals, contents/training plans, and update existing ones by selecting real examples (monitoring) for use in training activities
- Elaborate, pass and correct examinations of general notions to the CSRs after the initial selective training, to evaluate their use
- Plan, perform and correct the knowledge exams of the training of recycling of the CSRs after it, to evaluate its effectiveness
- Prepare reports of the training provided
- Use the specific quality forms so that the process is documented
- Manage training actions, registering trainees, the dates of delivery for further monitoring
- Any other function that is considered relevant and necessary in the business.
Service Development:
- Participate and collaborate in the Performance Evaluation processes established by the company in order to encourage the development of skills and competencies
- Communicate improvement proposals
- Any other function that is considered relevant and necessary in the business
Security Tasks & Responsibilities:
- Processing of personal data, client data and employer business specific data in accordance of Personal Data Protection, Employer Contract, NDA, IT and Data Protection and other guidelines provided by employer
- Protecting all personal client and employer business related information and maintaining the confidentiality of data which has become known to him/her in the performance of their duties even after performance of their duties relating to the processing, or after termination of their employment relationship
- Informing immediately the direct supervisor about possible threats and incidents impacting normal workflow and data processing
- Assuring through following all policies and guidelines the appropriate use of the nformation and information systems and its resources
- Participating in the trainings organized by the Employer, including trainings for protection and processing of data
Job Requirements
- Professional and method competence (Problem solving)
- Personal commitment
- Organization of work (Target orientated and Tolerance to the pressure)
- Communication
- Social skill
- Cooperation
- Client-oriented
- Creativity/Innovation
- Willingness to learn / Flexibility
- Pedagogical skills
- 1-year developing similar tasks desirable in the Contact Center market
- High school, Professional training/ BA or similar(CAP/CCP is a plus).
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