Buyisile Nomthandazo Balogun

• Duties Assisting school teachers on how to use computers
• Training on Microsoft office
• Assistance with the co-ordination of the training process

Train agents on Cocacola Products, Systems and Softskills

Train agents on upselling, cross-selling, and penetration

Assist with the coordination of the training process including assisting with the revision of training material, marking of training material, recording and monitoring of results, and recording and monitoring of attendance

Generate new ideas and approaches and work with the Training & Development Team to produce new and revised solutions for the Call Center's knowledge and learning resources

Deliver product, soft skills and technical training, and development programs, which develop and reinforce competence, improve individual and team performance and support the overall skills plan

• Responsibilities & Duties Train agents on Simba Products
• Train agents on upselling, cross-selling, and sales
• Assist with the coordination of the training process including assisting with the revision of training material, marking of training material, recording and monitoring of results, and recording and monitoring of attendance
• Generate new ideas and approaches and work with the Training & Development Team to produce new and revised solutions for the Call Center's knowledge and learning resources
• Deliver product, soft skills and technical training, and development programs, which develop and reinforce competence, improve individual and team performance and support the overall skills plan
• Onboarded new temps by entering employee information into systems
• Worked with customers to understand needs and provide excellent service
• Created plans and communicated deadlines to complete projects on time
• Proved successful working within tight deadlines and fast-paced atmosphere
• Developed and maintained courteous and effective working relationships
• Developed and implemented performance improvement strategies and plans to promote continuous improvement

• TymeBank) Dimension Data
• Responsibilities & Duties User Acceptance Testing-co-ordinate all UAT sign off for CSR within the call Centre
• Log Defects according to the SOP Bug-logging Procedure
• Train new recruits on products and services offered by TymeBank, including systems, value propositions and process flows by adopting engaging and effective training tools and delivery methods
• Set proper trainee expectations and provide high quality, effective training which incorporates the TymeBank values
• Track the performance and progress of trainees through assessments, roleplays, discussions etc
• Ensure that training is completed in accordance with the training plan, including online modules and training conducted by other departments
• Responsible for ensuring each trainee is achieving individual learning targets whilst maintaining quality and compliance
• Determine if trainees are equipped with necessary knowledge and skills to provide high quality calls to achieve maximum customer satisfaction and be successful in a contact Centre environment
• Take full accountability for the leadership, coaching, performance and absence management in the classroom
• Manage daily training activities
• Complete all administrative tasks including material manual assembly, schedule preparation, room readiness and tracking and reporting of information
• Conduct training needs analysis and recommend training program improvements and strategies to meet the needs of the call Centre
• Using QA and other inputs, identify skills gaps and conduct refresher training
• Ensure that agents are adequately trained on product and system updates
• Be able to report accurately on training

• Responsibilities & Duties Assist with the coordination of the training process to include assisting with the revision of training material, marking of training material, recording and monitoring of results and recording and monitoring of attendance
• Generate new ideas and approaches and work with the Training & Development Team to produce new and revised solutions for the Call Centre’s knowledge and learning resources
• Deliver product, soft skills and technical training, and development programs, which develop and reinforce competence, improve individual and team performance and support the overall skills plan

• Vodacom Business Unit) Dimension Data
• Responsibilities & Duties Training Planning and Coordination of resource allocation, Execution of training requirements for new hire intakes Upskill and Reskill
• Training Reports Preparation of training updates for ops report and client, Frontline Meeting and engagement attendance of all site meetings where training representation is required
• Client Engagement on a weekly basis to touch base on all the training activities as well as Leave Management Managing all leave so that all deliverables can be met.

• Present Company Merchants (Iinet Business Unit), Responsibilities & Duties Facilitating Product to trainees
• Assessing trainees (Written and Verbal)
• Designing of training materials
• Presentation of any Training information
• Deliver product, soft skills and systems training, and skills development specific to the business unit requirements

• (Vodacom Business Unit) Dimension Data
• Responsibilities & Duties Monitor 5 Customer Service Consultants’ calls on a daily basis as per the pre-defined call quality processes, frameworks and procedures for the Vodacom business unit
• Carry out effective crew briefs in line with the standards as defined by the contractual obligations (internally)
• Ensure accuracy of scoring the agent performance in line with the standards defined in the quality processes, frameworks and procedures for the Vodacom business unit