Centrally support Customer Care and Distribution & Sales Channel through the development and execution of training programs to Customer Care staff & Dealer Staff at all levels.

-Ensure accuracy and real time update on training content.
-Ensure training is delivering while respecting timeline set base on training calendar.
-Conducting training sessions to improve overall performance, sessions will be scheduled in order improve all aspects of an agent’s output both theoretically and practically.
-Liaise with QA, Team Leader for refresher content
-Ensure effective post training evaluation and feedback
-Ensuring daily/Weekly and Monthly reports are accurately done and submitted in a timely manner, and then added to the relevant folders- daily reports are to be submitted by 5pm., Weekly Reports are to be submitted from The Trainers by 9am on a Monday & Monthly Reports Last day of month by 5pm.
-Taking actions when necessary

• Teaching/Lecturing/Training certification
• Thorough and working knowledge of Digicel products, services, policies, procedures and systems.
• Technical background and experience desirable. (i.e. IT or Technology field)
Experience
• At least 6 month experience as a Call Centre Agent
• Teaching/Lecturing/Training experience

• Excellent knowledge of Microsoft Office (more specifically Excel, PowerPoint, Word)
• Ability to communicate effectively both orally and written in French and English
• Comfortable speaking to small and large audiences
• Ability to work in a shift environment, including weekends
• Ability to work long hours
• Ability to analyze data and prepare reports
• An eye for detail
• Excellent interpersonal skills
• Ability to conduct assessment
• Self Motivated, take initiative
• Ability to work under pressure with tight timelines
• Flexibility
• Pro-activity
• Time management skills
• Research oriented

CV