Subject Matter Expert - Training (International)
Main Purpose of the role:
SMEs help in the skills development of employees by providing training and guidance on their area of expertise.
NB: This is a night shift role.
Required Minimum Education / Training:
- Grade 12.
- Proficient in Microsoft Office packages.
- Outlook.
- MS Teams.
Required Minimum Work Experience:
- 1 – 3 years’ experience as a Customer Advisor/Agent.
- 1 – 3 years’ experience in BPO Offshore.
- CT Product and Systems Knowledge (SME).
- Presentation Skills.
- Training Skills.
Key Performance Areas :
- Train, engage & lead agents to the new ways of work (Upskilling).
- Coach and develop agents in the use of the Operational Excellence methodology and improvement initiatives.
- Assist in identifying training needs.
- Assist in developing training materials where necessary according to client specifications.
- Provide constructive feedback on what is good or bad about an agent’s work.
- Assist Operations to improve the quality of their work as well as enhance their skills.
- Collaborate with other support functions to achieve desired outcomes as set out the client through the SLA.
- Excellent verbal and written communication skills.
- Stakeholder engagement (internal and external).
- Microsoft office.
- Proficiency in MS Word, Excel and Presentation.
- Analytical.
- Business Acumen (ability to make sound decisions).
- Strategic Thinker.
- Leadership in line with the Company’s values.
- Influencer.
- Interpersonal skills.
- Demonstrate high ethical values.
- Comfortable dealing with ambiguity.
- Presenting and communicating information effectively.
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