MRI Botswana Limited is a citizen-owned private company providing a variety of services including emergency medical assistance and pre-hospital care, emergency medical training, contact centre solutions, integrated primary healthcare services, and pharmaceutical services. The company is looking for suitably qualified, experienced, self- driven and dynamic professionals for the following vacant position tenable in Gaborone.
CALL CENTRE TRAINER X 2
Main Purpose of the Job
WE ARE STILL MAKING CVs FOR P100. COVER LETTERS FOR P50
Pay with FNB EWallet to 76981238 or Orange Money on number 76981238
Whatsapp us on +26776981238
JOIN US ON OUR WHATSAPP CHANNEL HERE
Reporting to the Call Centre Manager, the Call Centre Trainer will be responsible for ensuring the proper running of the Call Centre.
Key Performance Areas
- Contributing towards the formulation and development of the departmental strategy with the day-to day operations In the call centre.
- Contributing to the formulation of training needs by providing call centre with accurate Information that enables them to identify the right programs for upskilling the call centre staff.
- Ensuring training quality levels to eliminate poor performance and negative behaviour, reducing wastage In retraining and attrition.
- Preparing training plans, conducting training at designated timelines and training call centre agents on customer service standards.
- Creating a conducive environment for learning and motivating the team towards behavioural change.
- Measuring call centre performance and facilitating the business strategic objectives and requirements.
- Observing and providing call performance feedback and trend data to team leaders, supervisors and/ or agents.
- Maintaining the relevant documentation of all performance monitoring and training activities.
- Summarizing and collating case-related information where necessary for the attention of the supervisor.
- Helping to maintain company service levels.
- Ensuring application of relevant call centre policies and procedures
- Communicating service failures with the Call Centre Supervisor and designing an action plan with a follow through mechanism.
Qualifications and Relevant Experience
- A Bachelor’s Degree in Education. Social Sciences, or related field.
- Certificate or Diploma qualification in Learning and development or Training
- Experience in a customer service and business development
- Minimum of 3 years’ experience In call centre environment.
- In-depth understanding of Business environment, product, services, and quality.
Key Competencies & Skills
- Excellent communication skills
- Good command of both English and Setswana
- Customer Service skills
- Critical decision-making skills
- Interpersonal sensitivity
- Planning and organizing
- Supervisory skills
- Self-motivated and Team player
- Computer literate
More Information
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JOB APPLICATION DETAILS
Only applications inclusive of a cover letter, resume and certified certificates will be accepted via the following email address:
ATT: Head of Human Resources Email: [email protected]
Closing Date: 12 October 2022. Note that only shortlisted candidates will be responded to.
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