Key Skills :
Communication Skills
Public Speaking Skills
Job Description
Requirements :
Identify training and development needs of the
Contact Centre freelance Staff.
Manage the Customer Care Induction training,
together with the training team and standardize
operations.
Assist in the development of product/service related training programs and knowledge base
development activities to facilitate the ongoing
requirements of the organization / Operations.
Sufficient skills and familiarity with Learning
Management software (LMS).
Be able to augment presentations with appropriate
videos, slides, and graphics.
Knowledge and experience in content development
would be an added advantage.
Assist with new system implementation activities
and training.
Constantly evaluate agent performance and take
corrective measures for knowledge enhancements.
Candidate should hold a Degree / Diploma in
General Management or relevant qualification in
Training and Development from a recognized
institute.
Minimum of 02 years’ experience in the field of
Training/Customer service.
Provide onsite training for Freelance Staff /
Outsourced staff on location / regionally, as
required.
Possess excellent public speaking skills (English
and Sinhala/ Tamil) and written communication
skills in English, and Sinhala languages.
Maintain the company’s knowledge management
system across insourced, outsourced & freelance
operations.
Knowledge and experience in content development
would be an added advantage.
Be highly organized, flexible, proactive and
energetic with a positive attitude.