Contact Centre Trainer (Fixed term -3 years) – NMB Bank Plc

Contact Centre Trainer (Fixed term -3 years)

NMB Bank Plc

Location: Head Office, Hq

Job opening date: 14-Feb-2025

Job closing date: 03-Mar-2025

Job Purpose:

Design, implement, and deliver comprehensive training programs for Contact Center staff, ensuring they have the necessary skills, knowledge, and tools to provide exceptional customer service. The trainer will play a key role in enhancing employee performance, product knowledge, and adherence to regulatory and service standards within the banking industry.

Main Responsibilities:

• Design and deliver engaging onboarding training programs for new hires to facilitate a smooth and effective transition into the contact center team.

• Develop, maintain, and update training materials, including manuals, presentations, and online resources, to align with current banking products, services, and policies.

• Conduct ongoing coaching and refresher training sessions to address skill gaps, enhance product knowledge, and maintain service excellence across all contact center teams.

• Implement tailored training programs for specific teams (e.g., sales, complaints, or support teams) based on their unique needs and performance requirements.

• Assess the training needs of contact center staff through performance data analysis, feedback surveys, observation and quality audits.

• Collaborate with team leaders and managers to identify areas for improvement in employee performance and implement targeted training interventions.

• Monitor the effectiveness of training programs through evaluations, feedback analysis, and quality assessments to ensure desired outcomes are achieved.

• Ensure that all contact center staff are trained on and comply with all relevant banking regulations, data protection policies, and risk management standards.

• Stay abreast of any changes in regulations and incorporate them into training programs as necessary.

• Act as a mentor and resource for employees to enhance their skills, address challenges, and foster professional growth.

• Cultivate a positive and engaging learning environment that encourages staff participation and development.

Knowledge and Skills:

• Strong customer service orientation and a passion for improving customer experience.

• A development partner who possesses coaching qualities including positive attitude, ability to motivate and influence others, a trusted and supportive individual, Patient, observant and respectful problem solver.

• Ability to identify realistic and clear learning requirements from individual interactions and observations.

• Ability to build rapport and maintain positive relationships with trainees and stakeholders.

• Ability and willingness to coach and mentor others

• Ability to collaborate effectively with other team members and stakeholders.

• Strong understanding of adult learning principles and evolving learning and instructional design methodologies.

• Ability to monitor training quality, outcomes and impacts to employees and business

• Excellent communication, presentation, and interpersonal skills.

• Strong organizational, time management, and problem-solving skills.

• Ability to work independently and as part of a team.

• Ability to design, develop, and deliver engaging and effective structured and non-structured learning solutions.

Qualifications and Experience:

• Bachelor’s degree in business studies, education, communications, or a related field.

• Minimum 3 years’ experience in delivering customer experience or contact center learning solutions.

• Certificate of Training or Coaching is an added advantage

• Proven experience as a Contact Centre Trainer or a similar role in a customer service environment.

• Experience in crafting activities and delivering both indoor and outdoor learning activities including team building.

• Experience with learning management systems (LMS) is a plus

CLICK HERE TO APPLY

Equal Opportunity Employer:

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.

Important Note:

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.