Trainer (3 months contract) at CXAi – Durban, Kwazulu-Natal

CXAi is a digitally powered, human delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting and Technology solutions.

Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands, and design customized solutions to complex customer challenges.

Job Description

As the Trainer, you play a crucial role in producing high-quality new training graduates while enhancing the skills and performance of our existing employees. Facilitating adult learning environments remotely.

Core Responsibilities (include, but not limited too)

• Assist in creating training materials with measurable goals.
• Facilitate engaging training sessions for new hires and existing employees in a virtual setting.
• Track attendance, performance results and certification outcomes.
• Ability to combine client curriculum with company values and core training principles.
• Train employees on product knowledge, systems navigation, customer service standards and call handling procedures
• Use effective and targeted training approaches.
• Monitor trainee performance during nesting/on-the-job coaching and provide timely actionable feedback.
• Ability to present and speak to manager level presentations.
• Assess organizational performance to ensure that training meets business needs while also enhancing performance.
• Communicate effectively with team members, trainers, and management.
• Select and manage resources, including developing and delivering training in collaboration with internal staff and training providers.
• Stay informed on training trends, advances, and best practices within the Call Centre and Collections environment.

Requirements

• A bachelor's degree in human resources or a similar area is an asset.
• 2+ years of expertise in training and development management in an adult environment in a Call Centre.
• Training experience in a BPO (call centre) environment is required.
• Knowledge of Call Centre & Collections operations, software and tools is an advantage.
• Experience in delivering training through multiple platforms/virtual.
• Strong facilitation and presentation skills.
• Superior written, verbal, and interpersonal communication abilities.
• Critical thinker with creative problem-solving abilities.
• Highly computer literate, with expertise in Microsoft Office (Advanced Excel) and related business and communication technologies.
• Familiarity with both classic and current training methods.
• Strategic, analytical and innovative approach.
• Ability to work hours based on international schedules.
• Onsite role

Hours of Operation Canada Eastern Time:

• Mon to Friday 7:30 am to 8:30 pm EST
• 1:30 PM to 2:00 AM (South Africa Standard Time)
• Saturday 10:00 am to 4:00 pm EST
• Saturday 4:00 PM to 10:00 PM (South Africa Standard Time)

Why you would love to work here:

• You have the opportunity to be a part of an award-winning, fast-growing company
• Our innovative culture promotes ongoing learning opportunities with training and mentorship