IJP: Training Facilitator

The role of the Training Facilitator is to instill a high level of customer care standards within our team, with the aim to improve our customer satisfaction. Each and every customer touch point should shine ensuring our customers only speak positively about their experience with the customer care team.

The Training Facilitator is responsible for Onboarding training, refresher training, resource creation, analysis and overall performance across multiple sites as required. You will analyse customer interactions, present your findings to the Training Lead and help train and coach our teams to be their best selves. Although your primary focus is around training you will be required to assess the output of your training by reviewing agents' quality of performance when on queue. You will do this by following the quality evaluation process.

Coaching and Training

• You should always have 100% competency as a Customer Care Agent, and have a thorough understanding of supporting the Realtime channels. Use insights from this support to identify training gaps and opportunities.

• Facilitate onboarding training

• Deliver refresher and upskill training as required

• Support a culture of learning and high-quality customer experience to meet or exceed a quality customer experience

• Flag required updates for canned responses and scripts to ensure they are accurate in PureCloud.

• Identify common questions and pain points for agents and report them to the Training Lead to work on improving

• Identify new procedures and resources required and provide this feedback to the Training Lead.

• Create and maintain resources in Shelf, Bridge, or other platforms to help train and educate the staff in current processes

Monitor and Evaluate interactions to improve our Performance Standards and outperform our current quality target

• Play an integral role in improving CSAT and help the Customer Care department achieve KPIs set by management.

• Review Customer Satisfaction (CSAT) surveys for better analysis of knowledge gaps and to improve customer experience.

• Evaluate customer care interactions randomly and as a consequence of the customer survey results.

• You are encouraged to come forward with ideas on how we can improve our customer care experience, you are and showcase your known experience.

• Review CSAT reviews for better analysis of knowledge gaps and to improve customer experience, including Red Alerts

• Participate in calibration sessions; prepare and complete reports.

• Deep dive into lowest-performing wrap codes/queries to identify training/coaching opportunities on an agent and

• Work with the TQA Team and Team Leaders to win awards for Customer Service

• Regularly provide the team with techniques to improve their soft skills, phrasing product and process skills and AH

Communication & Employee Engagement

• Communicate to the CC Leaders critical Red Alert feedback ensuring everyone is across any PR or brand critical thinking

• Reviewing customer feedback for opportunities

• Manage offline activity bookings and ensuring off queue time is spent effectively and held at appropriate times

• Shout out great performance via Slack and relevant channels

Report on training delivered, including attendance and performance outcomes

• Assist Training Lead with reporting and deep dives for Quality & Customer Satisfaction Performance across all channels

• Report on training delivered, including attendance and performance outcomes

• Provide Team Leaders with accurate QA results for all agents in reference to quality. This may be used for performance management

• Provide the CC Leadership Team with a weekly report showing your findings and implementations. All QA evaluations must be recorded accurately in Purecloud.

Leading by example

• 100% competency as a Customer Care Agent. Maintain a high level of working knowledge of procedures & products.

• Maintain a high level of knowledge of CC KPIs and targets helping the Leadership team achieve our goals, which on the importance of their contribution to these targets.

• Be willing to take on ad-hoc tasks with a positive approach.

• Take interactions as an additional way of getting updated with processes

• Operate under the correct OHS standards, ensuring your training spaces are always safe environments.

Skills & Attributes:

• High attention to detail
• High level of product and system knowledge
• Exceptional standard of Customer Experience, with a passion for making sure every customer experience is perfect!
• High level of computer skills (especially MS Excel)
• Confident and articulate communication skills
• Can do attitude, going the extra mile for the customer and our agents.
• Adapt quickly to any changes in the process.
• Ability to implement and integrate continuous improvements as outlined by the Training Lead