Provide induction training for new contact center consultant(s) so they can quickly learn the ropes.
When bank launches new products, he/she must aware and organize product training programs for CCCs. He/she explains the features and benefits of the products and provides agents with reference material, such as scripts or lists of frequently-asked questions, to help them deal with customer inquiries.
Provide training on bank’s policies to ensure that agents follow correct procedures in dealing with internal and external customers.
Customers communicate with contact center by e-mail, web chat and instant messages, fabcebook, in addition to traditional telephone calls. He/she ensures that agents can deal effectively with all forms of customer communication.
Monitor the performance of individual agents and contact center team to ensure they achieve productivity targets and deliver high levels of customer satisfaction.
Assess performance by using key performance indicators, such as average time to handle a call, number of missed calls, and the number of times a customer calls back because agents have not resolved their inquiry.
Regular identify trends or poor individual performance, he/she must develop training programs to rectify problems or improve performance.
Ensure Service Level is achieved as set in Contact Center Metric.
Job Requirement
Customer service Skill.
Critical thinking skill (Business).
Banking product knowledge skill.
Communication skill.
Leadership skill.
Delivers Results.
Exercises Sound Judgments.
Degree in educations, banking or relevant field.
Proven work experience as a trainer.
Track record in designing and executing successful training programs.
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc).
Excellent communication and leadership skills.
Ability to plan, multi-task and manage time effectively.
Strong writing and record keeping ability for reports and training manuals Good computer and database skills.
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