About the role:
Burn is looking for a Call Centre Training Associate to lead the training and knowledge transfer initiatives for BURN’s call centres across Burn markets, supporting the company’s expansion strategy. This role is crucial in developing and implementing comprehensive training programs that enhance call centre capabilities, ensure quality standards, and support carbon project monitoring. The position requires flexibility for extended travel to assigned countries and markets.
The objective is to enhance call centre performance by developing and delivering effective training programs that equip agents with the necessary skills, knowledge, and tools to provide exceptional customer service, improve efficiency, and ensure adherence to company standards and compliance guidelines.
Key Duties and Responsibilities
Training Development & Delivery
Design and conduct training programs for new and existing Customer Care Representatives, both virtually and in-person
Lead training initiatives for carbon project monitoring across all markets
Develop and maintain comprehensive training materials, SOPs, and knowledge base resources
Create flexible learning interventions using digital and traditional methods
Review and enhance existing training programs for continuous improvement
Quality Assurance & Performance Management
Ensure adherence to call centre processes, systems, and standards
Collaborate with QA/QC teams to identify and address performance gaps
Provide personalized coaching based on QA results and performance metrics
Conduct regular performance evaluations and develop improvement action plans
Lead quality audits and SOP evaluations
Systems & Process Implementation
Train teams on call centre systems and operational processes
Coordinate with Carbon Officers for project compliance audits
Establish call centre tools for carbon projects in collaboration with the Quality team, including:
Call sheets for priming and booking
Evidence folders
Call scripts
Create and maintain call guides, workflows, and FAQs
Team Development
Conduct new hire training across different service queues
Provide ongoing support and development opportunities
Foster team engagement and satisfaction
Implement performance improvement initiatives
Key Performance Indicators (KPIs)
Internal and external QA score improvements
First Contact Resolution rate
Weekly PKE Tests/Mystery shopping performance metrics
Agent Engagement and Satisfaction scores
Training Net Promoter Score
Case Reopen Rate reduction, particularly for carbon-related deliverables
Special Requirements
Willingness to travel frequently to assigned countries for extended periods
Strong understanding of carbon project monitoring and compliance
Excellence in both virtual and in-person training delivery
Other Duties and Responsibilities:
Performs other responsibilities, as requested, or assigned by management.
Performs other miscellaneous duties, as requested, or assigned by management.
Any other duty as assigned by manager.
BURN Ambassador
Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement for our services that we offer our customers.
Maintain an open and receptive attitude when receiving feedback and suggestions
Apply via :
burnmanufacturing.applytojob.com
