Ccc Training

We are seeking expressions of interests for a highly motivated and experienced team member to fill a newly created role Customer Care Training & Quality Support Specialist.

This is an internal position that provides an exciting opportunity for an existing team member to advance their career.

As the Customer Care Training & Quality Support Specialist, you will be responsible for supporting service quality through the training and coaching of new team members in the onboarding stage, using the agreed tools and processes to ensure work quality standards in all new team.

In addition to delivering training, this role will support with on the floor support for new agents, upskill training for existing agents, ongoing refresher training ad hoc and participating in CCC projects to help implement required training to all consultants.

Role Requirements:

• Role based at the Brendale CCC office

Monday

• Friday roster
• Due to the face to face training and support requirements, there will be mínimal opportunity for remote work

Key Accountabilities:

Training Delivery
Takes ownership of task and process training in the second stage (post L&D onboarding) of team member onboarding

This includes:

• Provides direct coaching on how individuals can best approach each enquiry type and using KMT (knowledge management tools) to overcome common issues or enquiry challenges
• Provides feedback and advice on team member delivery and service standards to support customers
• Supports a positive, well rounded, team member onboarding experience by partnering between L&D Training Specialist and the Team Leader
• Once team member has reached agreed service standards, provides recommendations to Team Leader on key strength and development areas for ongoing support and development

Quality Improvement
Contributes to the overall quality performance

This is demonstrated by:

• Providing feedback on current task/training standards, using examples from team member onboarding successes and challenges to highlight focus areas
• Provides recommendations for focus on training/retraining timelines or refresher needs
• Supports Team Leaders with refresher training as required
• Document existing work practices to be fed into the KMT, or support with reviews of draft KMT resources, providing feedback on benefits/barriers for trainee level consultants

Workforce Planning
Provides feedback to Workforce Planning team on time-to-task progression through onboarding phase to support accurate workforce planning modelling

This includes:

• Maintain current understanding of key service metrics (including answer and handling / resolution times)
• Identify patterns or variances to this matched to stages of learning journey and keep detailed records to support visibility

Customer Care Agent Delivery

Where not required to support quality tasks, or where work volumes require, perform the role of a Customer Care Consultant or Customer Care Specialist, supporting SRG customers.

Development
Ensure ongoing development of personal skills/knowledge to enhance continuous improvement by creating and actioning personal development plans and networking activities

• Annual development of personal development plan
• Participation in relevant networking events and forums to stay up to date with industry trends and movements
• Maintain awareness of SRG corporate initiatives and actively commit to putting into action e.g. customer centricity

About you:

• Experience, demonstrated proficiency and confidence across all contact types and processes
• Experience presenting to and engaging small groups in a classroom setting
• Ability to provide coaching to team members on tasks and processes
• Ability to identify skill/knowledge gaps in others and suggest then implement training materials/activities to address these gaps
• Strong communicator both written and verbal
• Reliable and dedicated to fully support new training groups and training activities
• Demonstrate and advocate the group values daily as part of your ways of working
• Committed to driving a positive culture within training sessions and on the floor support
• Passion or interest in exploring training, coaching, learning and development (L&D) as a future career option

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