Contact Center & Customer Experience Trainer at Digicel

Paramaribo, Paramaribo, Suriname -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

0.0

Posted On

11 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales Techniques, Analytical Skills, Problem-Solving, Teaching Abilities, Mentoring Skills, Communication Skills, Interpersonal Skills, Conflict Resolution, Leadership, Training Strategy, Coaching, Performance Analysis, Digital Presentations, Instructional Videos, Customer Experience

Industry

Telecommunications

Description

JOB TITLE: Contact Center & Customer Experience Trainer DEPARTMENT: Customer Care (CC) REPORTS TO (TITLE): Customer Care Manager Primary objective of the job:The trainer for customer experience (CX) and Care is responsible for designing conducting training programs for both new hire and experienced employees. This role ensures that employees within the CX and Care function are fully knowledgeable about products, services, systems, sales processes and customer service practices. Additionally, the trainer develops training materials that align with the industry best practices and incorporates sales as an element of service. Number of persons managed/supervised and their positions:• No direct reports, but this may change in the future Main Duties and Responsibilities:• Set training strategy and develop educational materials for the customer care function including digital presentations, how-to manuals, and instructional videos, covering both new hires and experienced employees.• Creates and manages the training budget, ensuring the efficient allocation of resources for all training activities.• Measure the effectiveness of training sessions and prepare individual or team progress reports to assess learning outcomes and identify areas for improvement.• Stay updated on procedures and policies within the business, ensuring these are clearly communicated and implemented within the customer care function• Observe daily operations of contact center employees and identify areas for improvement, integrating these insights into training programs to continuously enhance employee performance.• Use customer experience insights to develop tailored training programs for employees and provide ongoing support through coaching and feedback.• Liaise with team leaders to conduct on-the-job coaching and ensure employees maintain high productivity levels while consistently delivering excellent customer satisfaction.• Manage FCR (First Contact Resolution) by analyzing data, identifying repeat callers, assessing patterns, and developing action plans to improve FCR performance while collaborating closely with team leaders to implement improvements.• Review and analyze tickets logged by customer care agents to identify trends, issues, and opportunities for improvement, and collaborate with team leaders to provide coaching and feedback to enhance performance and service quality.• Ensure continuous improvement within the customer care function by integrating feedback, analyzing performance data, and making recommendations for operational enhancements. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position. Academic qualifications and experience required for job:• A minimum of 2 years’ experience in a customer service and/or sales environment (unless being promoted from within the dept.)• Certification in eLearning, adult education and training is preferred Functional Skills:• Familiarity with learning management platforms such as google classrooms, blackboard, Miro is preferred• Excellent knowledge of sales techniques and customer service best practices• Strong analytical and problem-solving skills, with the ability to accurately assess information.• Strong teaching abilities and mentoring skills• Good communication, interpersonal, and conflict resolution skills• Ability to provide leadership to personnel in a fast-paced and stressful work environment Internal/External contacts:• External Customers• Internal Customers – CC Agents, CC leadership Team, customer experience, Support Teams fromother departments Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc.• Irregular work hours (shift basis)

Responsibilities

The trainer is responsible for designing and conducting training programs for customer experience and care, ensuring employees are knowledgeable about products, services, and customer service practices. They also develop training materials and measure the effectiveness of training sessions.