Purpose of the job: Responsible for training new recruits and supporting experienced employees to improve their performance. Creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated in order to achieve ultimate customer satisfaction. Responsibilities and Duties: Developing call centre education materials, such as digital presentations, how-to manuals (product training, product updates, soft skills, QA etc) Preparing standard operating procedures and policies regarding product techniques and appropriate agent conduct. Scheduling and conducting training sessions on product knowledge and various call centre topics to prepare and support new recruits. Liaising with Key Accounts to keep track of product updates. Training employees on new or updated call centre procedures to improve their performance. Observing the daily operations of call centre employees and identifying any skills gaps and areas of improvement. Liaising with team leaders and managers to conduct on-the-job coaching. Assessing the effectiveness of the training program on staff performance/ client satisfaction and preparing individual or team progress reports for daily and monthly reporting to the training manager. Creating and managing the training budget. Providing support and coaching to managers on product knowledge/ coaching of staff. Liaising with managers to encourage on the job training and keeping track of their coaching. Assisting with developing and maintaining quality assurance standards and tools. Maintaining and updating a filing system. (Registers, etc) Ensuring employees keep up their productivity and maintain high levels of customer satisfaction. Support implementation of group training programmes as directed by management. Critical experience: 3 years’ experience working as a Call Centre Trainer, preferably in an emergency call centre environment Microsoft Office word, excel and PowerPoint. Relevant diploma and certification in the related field of training. Certified Training Facilitator, Assessor and Moderator preferably. Salary Market Related, depending on year of experience and qualifications.