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Junior Training Specialist

Published on 20.10.2021

Company

Website : https://www.majorel.com/
Industries :
Call centers, hotlines
Telecom
Job ads : See our Job Ads
We’re Majorel. We design, deliver and differentiate customer experience on behalf of some of the world’s most respected brands. ... read more

Job Ad & Profile Description

Position : Junior Training Specialist

MISSIONS :

Within the framework of contractual customer requirements and compliance with the Company's internal procedures, the Trainer:

  • Leads initial training sessions
  • Accompanies new production start-ups as well as people identified as having difficulties
  • Ensures the administrative control of training sessions
  • Designs training modules/quizzes
  • Ensures that the quality of the activity under his/her responsibility is maintained

In order to maintain and develop the skills of employees.

MAIN RESPONSIBILITIES (NOT EXHAUSTIVE):

Leads initial and ongoing training sessions

  • Leads training sessions (jobs, products, processes, customer relations) for new agents
  • Evaluate and validate the skills (linguistic, technical, relational and behavioral) of the agents in before going into production
  • Receives daily updates on procedures, policies, products, offers or new products and communicate the content to the different teams

Accompanies new production start-ups as well as people identified as having difficulties

  • Provides support in the field after the initial training
  • Coaches employees who need a refresher course via close/remote listening, regular analysis of the performance analysis, personalized briefings, workshops, continuous training, etc.

Ensures the administrative control of the trainings

  • Ensures the evaluative reporting of the trainees throughout the initial training (attendance sheets, overall assessments, validation of knowledge, etc.) global assessments, knowledge validation, etc.)
  • Informs the follow-up of continuous training (attendance, catch-up, quizzes, etc.)
  • Ensures, on a weekly basis, that the list of new arrivals is sent to the support and operational teams operational teams (General Resources, IS, HR, Planning and Statistics Manager) and sends the final list of of employees entering production

Design training modules/quizzes

  • Create or adapt training modules to meet identified needs
  • Implements quizzes to validate learning or detect needs
  • Attends the training of the client and implements the training modules following the authorization given by the client on new products

Ensures that the quality of the activity under his/her responsibility is maintained

  • Carries out the audit of the service activity (listening and picking)
  • Analyzes the customer feedback received in relation to the service provided and debriefs the customer advisors on their on their performance
  • Reports to his/her manager the various anomalies (non-conformities) and malfunctions detected
  • Decides on corrective and preventive actions and has them validated by the operational manager and the group manager before and the group manager before their deployment
  • Ensures the implementation of previously defined actions and measures their effectiveness 
Required profile for job ad : Junior Training Specialist
  • Conditions of access to the position
  • Education: 3 years of higher education in management, 
  • Experience: 2 years minimum in the accompaniment of people Ideally in Call center / Customer service department
  • Perfect command of English
  • Business skills
  • Training facilitation
  • Ability to support employees
  • Pedagogical skills
  • Cross-functional skills
  • Analytical skills
  • Communication skills
  • Knowledge of rules and procedures
  • Customer orientation
  • Innovation
  • Problem solving
  • Behavioral competencies
  • Results orientation
  • Adaptability/flexibility
  • Influence/persuasion
Job criteria for job ad : Junior Training Specialist
Job category :
HR, training
Industries :
Call centers, hotlines
Education, training
Telecom
Employment type :
Permanent contract
Region :
Central - Greater Accra
City : Accra
Experience level :
2 to 5 years
Educational level :
Bachelor
Spoken language :
englishfluent
Number of Position(s) : 2

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