Customer Operations Technical Trainer

Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we've been helping our community live their kind of independence, and today we're one of Australia's largest and fastest growing healthtech platforms. 
We have been recognised in AFR's Fast 100 list, Deloitte's Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020 So don't miss  your  opportunity to join a thriving scale-up and deliver change to  Australia's care and support sector.
As a Customer Operations Technical Trainer, you will play a crucial role in ensuring the continuous improvement of our customer service teams. You will be responsible for designing, developing, and delivering comprehensive training programs to equip our contact centre agents with the skills and knowledge necessary to deliver exceptional customer experiences.
Key Accountabilities  Training Program Development

• Design and develop training materials, modules, and curriculums for new hire training, ongoing skill development, and product/service updates.

Training Delivery

• Facilitate engaging and interactive training sessions for contact centre agents in person and virtually to ensure comprehension and retention of key concepts.

Performance Evaluation

• Regular assessments and evaluations should be conducted to measure training programs' effectiveness and identify areas for improvement.

Product and Process Knowledge

• Stay updated on company processes, services, policies, and procedures to ensure accurate and relevant training materials.
• Be the subject matter expert and key contributor for all Knowledge Base articles and adapt them to business and operational needs.

Continuous Improvement

• Proactively identify opportunities to enhance training programs, methodologies, and delivery techniques based on industry best practices and stakeholder feedback.

Documentation and Reporting

• Maintain accurate records of training activities, attendance, and performance metrics. Generate reports to track the progress and effectiveness of training initiatives.

Skills, knowledge and experience

• Proven experience in contact centre operations and training
• Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
• Excellent interpersonal skills and the ability to build rapport and trust with trainees and colleagues.
• Proficiency in instructional design principles and adult learning methodologies.
• Knowledge of contact centre technologies and customer relationship management (CRM) systems.
• Detail-oriented with strong organisational and time management skills.
• Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously.

Our Values
We're Switched On  We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights. 
We're Bold We're ambitious and embrace creativity to solve challenges. We're here to reshape the industry and back big ideas. 
We're One  We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We're Impactful We work hard to deliver change. We innovate and move fast to make a difference in the sector and people's lives.
Our Benefits
Power your career Learn from industry experts, experienced leaders, and on-the-job opportunities. 
Work away Get a creative boost working overseas for 4 weeks in a rolling 12-month period. 
Access parental leave Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. 
Work with flexibility We're a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days Get one extra paid leave day per quarter for what makes you happy.
Hybrid set up allowance Create your perfect home office setup Whether it's a comfy chair, a second screen, or faster Wi-Fi, we support you in making your home office more comfortable.
Take a floating public holiday  Acknowledge a significant day your way with family and friends. 
Be rewarded Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. 
Inclusion at Mable 
Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates. 
People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.
We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.
If this role has stood out to you but you don't feel like you 'tick all the boxes', we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for 
Where to find us online Careers Page -  Glassdoor -   YouTube -   Instagram -   Facebook -   LinkedIn -   We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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