Customer Service Centre Trainer - RCL Foods

RCL Foods is in search of a Customer Service Centre Trainer to join our Logistics Division. The role will be based in Durban, KwaZulu Natal, and report to the Customer Service Centre Specialist.

The purpose of this role is to lead in the analysis, design, development, implementation, and evaluation of training programmes in accordance with the requirements of the Customer Service Center standard operating procedures and approved training guidelines.

Duties & Responsibilities

Training Programme Development, Implementation, and Evaluation

• Work closely with the National Customer Service Center Manager and Regional Call Center Managers to determine, develop and implement training initiatives to improve daily productivity and operations and develop the skills of all Customer Service Center employees.
• Act as liaison between employees, supervisors, managers, and the Center of Excellence Learning & Development team for non-technical training and development requirements.

• Assess training needs related to new equipment and new technology.
• Provide training and orientation in equipment updates/improvements and amendments to standard operating procedures to management and represented employees at all sites.
• Plan and conduct orientation training for all new Customer Service Center employees.
• Design training aids and prepare appropriate material.
• Evaluate the impact of training initiatives and compliance with standard operating procedures on a regular basis using accepted criteria.

Ancillary Administration and Support

• Conduct assessments and RPLing of employees.
• Prepare troubleshooting and operating procedures on specialized equipment and technology for appropriate groups of Customer Service Center employees.
• Create and maintain training records on all Customer Service Center employees.
• Maintain a complete reference library for Customer Service Center staff.
• Produce requisite reports to the National CSC Manager on training activity using agreed HR and Customer Service Center performance indicators.

Effective Teamwork and Self-Management

• Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning and prioritizing, and self-development.
• Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained.
• Inform relevant parties in the event of tasks or deadlines not being met, and the potential risks thereof, and provide appropriate resolution.
• Manage colleagues' and employees’ expectations and communicate appropriately.
• Demonstrate the willingness to help others and “go the extra mile” to meet team targets and objectives.

Call Monitoring, Feedback, and Coaching

• Monitoring and assessment of both live and recorded calls.
• Hold regular call calibration sessions with agents, team leaders, and supervisors.
• Provide timeous feedback to team leaders on issues.
• Provide coaching on-call elements – e.g. soft skills, product knowledge, etc.

Minimum Requirements

• Diploma or one-year certificate in Customer Relationship Management, Call Center Management, Training Facilitation, or similar.
• 3 years relevant experience in an FMCG call centre as senior agent/team leader.
• 5 years of training experience in a supply chain environment.
• Valid Code EG driver's license