Customer Service/Call Center Trainer Job in Lagos

Our Client, a Customer Service/Call Center Training center in Lagos requires for urgent recruitment, the following:



Job Title: Customer Service/Call Center Trainer
Responsibilities

• Solid experience in class room training (adult education/learning delivery method preferred)
• Deliver soft skill and product training to newly recruited employees across campaigns, as defined by and our clients, towards internal certification.
• Create learning experiences that equip trainees to excel in work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.
• Update, maintain and present training materials and programs.
• Identify gaps in existing training materials and structures and proactively offer solutions or recommend changes.
• Provide coaching and feedback to trainees as part of their classroom learning experience.
• Track and analyze training programs by examining performance.
• Maintain training records and scores achieved.
• Create stand-alone training modules for new or existing team members, as and when required.
• Participate in identifying program needs, obtaining technical data and scheduling programs.

• Excellent listening and written/oral communication skills.
• Strong facilitation, problem-solving, research and decision-making skills.
• Solid understanding and use of computer basics (Windows, Excel, Word, e-mail, internet).
• Organizational and time management skills, with the ability to plan and prioritize.
• Excellent analytical and judgment skills.
• Call center experience.
• Ability to demonstrate the interpersonal skills necessary for client and site contact.
• Ability to work to deadlines.
• Attention to detail and ability to work on own initiative.
• Self-motivated, articulate and enthusiastic.
• Prepared to take responsibility and ownership of issues with the ability to exercise sound commercial judgment in the making and implementing of decisions.
• Ability to express thoughts clearly and simply.
• Ability to work a flexible schedule.

• A 1st Degree
• Must have at least 3 years Call Center experience.
• Customer service or technical support experience coaching and mentoring others, preferably in a complex, fast-paced contact centre environment.
• Solid understanding of training processes and practices for adults.
• Proven ability to create structured training material.