Contact Centre Trainer

TooMuchWifi is a leading provider of fast, reliable and affordable internet connectivity to aspirational communities in South Africa.  We are a fast-growing company with a great culture which encapsulates our values - Accountability, Kindness, Integrity, Timeliness and Hardwork.  

We care deeply about our dedicated, hardworking team and the communities we serve.  

Our purpose, mission and social impact drive and inspire us every day. 

Our working environment is colourful, fun, collaborative and kind.  We have come a long way and have amazing stories to tell!  

What we offer:

• Health Insurance, Medical aid
• Comprehensive Life Cover 
• Free 24/7 Employee Assistance Program (EAP) for all our staff and their family
• Annual performance bonuses and salary increases
• Employee Share Ownership Plan (ESOP) for qualifying staff
• Generous time off (annual leave)
• Birthday leave
• Discounted TooMuchWifi internet packages
• Casual Fridays
• Fun company events including transportation
• Sports club 
• Staff loans (interest free)
• Successful candidate placement referral cash bonus for staff

We are looking for a dynamic contact center trainer to join our company. In this role, you'll be responsible for scheduling and conducting training sessions for both new and experienced contact center staff, and supporting employees to keep productivity up.

To ensure success as a contact center trainer, you should have excellent knowledge of contact center procedures and expertise in quality assurance.

The general responsibilities of this role includes the facilitation and the development of the quality assurance processes and training of the Company’s contact centre to drive the consistent delivery of excellent customer service, and effective ticket and contact management aligned with the Company’s service quality standards and Key Performance Indicators (KPIs).

• Developing contact centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
• Scheduling and conducting training sessions on various contact center topics to prepare and support new employees.
• Training experienced employees on new or updated contact center procedures to improve their performance.
• Observing the daily operations of contact center employees and identifying any areas of improvement.
• Preparing individual or team progress reports.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
• Evaluate the effectiveness of the processes and training through knowledge and competency assessments.
• Achieve KPIs and demonstrate improvements achieved from both quality management and people development in a measurable format.
• Adhere to the Company’s policies, procedures and standards.

• Recognised Diploma or Bachelor’s degree in a related field such as quality management, education or training.
• Customer Service, Contact Centre Management, or similar qualifications will be an advantage.
• At least 3 years' experience working as a contact center trainer or team leader.
• Have knowledge of and experience in contact centre operations and customer service management.
• Advanced computer literacy.
• Lean principles will be an advantage.
• Problem solving skills.
• Good communication, interpersonal, and conflict resolution skills.
• Attention to detail.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.