About the Role
ConSol Limited, the leading provider of Contact/Call Center services and Customer Management Solutions in Nigeria, is looking for a talented and dedicated Training Officer to join our expanding team. In this pivotal role, you will shape the capabilities of our workforce by identifying training needs, developing comprehensive curricula, and delivering exceptional coaching to drive operational excellence and superior customer service.
Key Responsibilities- Identify and develop training programs to meet contact centre operational needs, aligning training objectives with short, medium, and long-term organizational goals.
- Design specific training curricula and modules to improve performance and address skill gaps identified by the Quality Assurance Team.
- Maintain a dynamic calendar of training programs for internal business requirements and external revenue-generating opportunities.
- Manage interfaces and interactions with ConSol training partners such as QAI Global.
- Conduct regular feedback surveys, collate results, and present actionable insights to management.
- Ensure the availability and regular review of appropriate training materials to maintain parity with industry standards.
- Handle logistics and resource planning for executing training programs for both internal and external customers.
- Lead training, coaching, mentoring, and human capacity development initiatives for staff and external delegates.
- Bachelor’s Degree or HND in a relevant discipline.
- Minimum of 3 years of relevant work experience within a contact centre environment.
- Relevant contact centre operations certifications, such as QAI Certified Contact Centre Agent or QAI Certified Trainer.
- Working knowledge of CRM software and a strong understanding of the contact centre industry.
- Exceptional communication, listening, and telephone etiquette skills, proficient in local languages and English.
- Proficiency in personal productivity tools including Microsoft Word, Excel, PowerPoint, and email applications.
- Strong organizational, administrative, and problem-solving abilities.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance coverage.
- Continuous professional development and certifications through global partners.
- Dynamic, collaborative, and career-advancing work environment in Nigeria's leading customer management firm.