Job purpose
To manage the quality of responses given to our customers by the BPO team to customers of SWVL kenya. Ensure the CSAT and Customer rating improves and meets the company set target.
Roles And Responsibilities
Responsibilities and Duties:
Collaborate with internal teams such as supporting and operational teams and Product Development to design and develop SOP curriculum.
Notify the Training Department when changes are made on the operational processes and standardize on the SOPs.
Modify and create training programs and training manuals to meet specific training needs and goals
Collaborate cross functionally to develop new hire onboarding curriculum
Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum effectiveness of training program
Create supporting material/media (audio, video, simulations, role-plays, games Etc.)
Implement training KPIs and work on trainees’ performance.
Prepare and present reports on training program KPIs.
Recommend modifications to training manager/ Supervisors based on internal customer feedback
Review trainer’s performance and provide direction for continuous improvement
Delivers training /coaching for existing trainers
Works closely with OPS team to assess training needs to keep all materials updated
Trend analysis and reporting
Requirements –
Bachelor’s Degree
Experience in contact centers and customer service
Have strong organizational skills with the ability to multi-task and act with a sense of urgency
Developed problem solving skills and the ability to focus attention on details
Proven flexibility in order to manage last minute training requests or changes
Ability to adhere to call quality and other measured departmental statistics
Embody the qualities of a reliable, dependent and proactive team member
Ability to evaluate employees and coach/develop to standard.
Strong client relationship management.
Excellent written, verbal communication and organizational skills
Must be able to work a flexible schedule
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