Contact Centre Training Officer

This role is primarily responsible for motivating and leading accreditation training for team of new recruits or newly cross trained executives to handle customer calls in a contact centre environment. Ensuring that trainees provide high quality service to achieve maximum customer satisfaction by resolving the customer query at first contact where possible. Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance. Manages the day-to-day operations of the training and takes responsibility and accountability for the accuracy of information delivered. When not conducting training will provide floor support and take customer phone calls to keep current with accreditations.