Training Officer

Position Outline

This role is principally involved with the design, development and delivery of call centre specific training. It may include broad based introductory or specific product or technical training on the use of systems. The role will involve development of training materials, basic administration of trainees and assistance with implementing programme changes and improvements.

Tasks include:

Design of training programmes to develop the knowledge, skills and attitudes (KSA’s) required to achieve delivery of required services to both internal and external customers.

Delivery of training to ensure effective development of KSA’s.

Evaluation of training outcomes as they are applied on the job and modification of content and delivery to ensure continuous improvement.

Evaluation of feedback from trainees to ensure improvement of training delivery and administration.

Evaluation, development and acquisition of training resources to improve learning outcomes.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

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Salary Table

Customer Relations Specialist

Position Outline

This role is a specialised customer contact officer, responsible for dealing with complex, escalated problems that involve systemic or multi-functional factors. This is distinct from the normal escalation process (ie Agent - Team Leader - Manager) and may involve detailed correspondence, claimant handling or dispute resolution.

Tasks include:

Analysis of escalated problems to determine their cause.

Development of solutions to resolve escalated problems to the satisfaction of the customer.

Investigation of underlying issues relating to escalated problems and recommendation of changes to processes or policies to prevent or reduce the incidence of the future occurrence of such problems.

Liaison across functional units to create an awareness of issues relating to significant or high impact escalated problems.

Participation in the development of solutions to systemic or high impact problems.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

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Salary Table

Quality Specialist/Workforce Analyst

Position Outline

This role deals with those who gather MIS data at a more advanced level and will involve a higher level of analysis of the data from the PABX, ACD or CTI based systems. It may involve assisting supervisors with coaching, developing and recommending improved systems of work in the call centre, or supervision of support staff. The role is broader in scope than scheduling and rostering specialist and will involve a higher level of problem solving and accountability (see also "Supervisor" above)

Tasks include:

Development of systems to monitor the outcome of KPI’s within or across functional areas, this may include work process or IT systems.

Monitoring of data from MIS tools to provide feedback for supervisors in order to counsel individual agents.

Analysis of data from MIS tools and facilitation of processes to improve the outcome of call centre or work group KPI’s.

Assistance with the production of management reports to ensure timeliness, accuracy and relevance with respect to call centre KPI’s.

A competency profile and detailed questions for recruitment and selection of this role are contained in the Hallis Call Centre Recruitment Kit.

Click here on how to get it

Salary Table

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