BSM - Operations

Job Summary

This role focuses on developing and delivering comprehensive training programmes specifically designed for call centre agents, specialists, and support personnel. The candidate will assess training needs within the organisation, design tailored development initiatives, and collaborate with various departments to ensure effective programme delivery.

Key Responsibilities

• Develop and implement targeted training modules for call centre teams and support staff.
• Identify training needs through job evaluations, appraisal systems, and consultations with business managers and HR.
• Create and expand training programmes aligned with organisational and individual requirements.
• Collaborate with teams, including line managers and heads of functions, to ensure training meets all stakeholders' expectations.
• Continuously monitor training effectiveness and conduct follow-up sessions as needed.
• Partner with Business Analysts to understand, enhance, and document business processes.
• Maintain comprehensive records of training activities, including evaluations and monthly reporting.
• Ensure compliance with statutory training mandates.
• Revise and update training content to adapt to shifting work environments.
• Support line managers and trainers in resolving specific training challenges both individually and in groups.
• Understand and contribute to e-learning initiatives, including creation and delivery where applicable.