Call Center Technical Training Specialist

WELCOME TO OLX AUTOS & OLX GROUP

Over 300M monthly active users; US $1.6 billion in revenue and 18% revenue growth (FY 2021; 36% growth in FY2020); Part of Naspers’ Prosus, one of the biggest technology investors in the world (An early investor in Tencent and the owner of StackOverFlow). +30 countries. +20 Brands. Powered by +10,000 employees representing 81 nationalities.

**That’s what’s on our plate at OLX Group.** And that's why we need your help.
**Join Us. Shape your career with us.**

Part of the OLX Group, with 5,000+ employees and 500+ inspection centers across the Americas, and Asia,
**OLX Autos** manages a truly global car marketplace. OLX Autos is the smart way to sell your car. We offer one-stop solutions that are safe, convenient, and offer guaranteed peace of mind for both buyer and seller.

Under the supervision of the Head of Contact Center, the Contact Center Technical training Specialist will be responsible for initial and ongoing training for all Staff at the Contact Center. Where the main function is to ensure effective training, so that the Contact Center Staff (Telemarketing, Outbound Confirmation and Call Center) can handle all calls effectively and efficiently and meet expectations for performance KPIs. Ensure the effectiveness of continuous training and development methods. As well as taking part in improving service quality and ensuring all processes at the Contact Center are in accordance with KPI and Company targets.

**What you’ll do: (Job Responsibility)**:

- Provide training for various curricula in class, group, or virtually.
- Demonstrate knowledge of level one and two instructional design by creating and editing the videos, and designing classroom practice activities and knowledge checks.
- Communicate topics effectively by properly understanding audience needs and targeting sessions to meet participants educational and skill levels.
- Create and update procedure documents to ensure the accuracy of the process in Outbound (TM and Outbound Confirm) and Call Center.
- Partnering with relevant Departments, Quality Assurance, Training Leadership, to maintain knowledge of procedures, processes and call guidelines.
- Contribute to the overall effectiveness of the training team by asking questions, offering insights, providing project support, and learning to provide continuing education courses for all Contact Center staff
- Modify training tools and job aids based on customer experience call center needs.
- Act as a Subject matter expert (SME) in facilitating training materials.
- Assist in communication with all Contact Center Staff regarding changes that have an impact on customers or internal processes.
- Participate in meetings with colleagues and managers regularly to discuss and analyze class engagement, procedural updates, and growth plans.
- Learn about new systems or products to effectively facilitate training sessions.
- Manage the training planning syllabus, including but not limited to adding courses, compiling knowledge check scores, and registering team members for e-Learning.

**You’ll be great for this role if: (Requirement)**:

- Bachelor's degree or higher, and or 1-3 years relevant experience, including facilitation and related projects.
- Demonstrate the skills to explain challenging concepts verbally and document them in writing.
- Have excellent presentation and classroom management skills.
- Demonstrated ability to build consensus to drive change.
- Adapt and thrive in a demanding and fast-paced environment with constant changes.
- Possess high level critical thinking skills, problem solving skills, and passion for Call Center training.
- Experience with Outlook, Word, Excel, PowerPoint, Camtasia, Snagit, and Publisher is preferred, but not limiting.

**What we have for you**:

- Flexible working and remote opportunity
- Opportunity to learn and develop within the company
- Career guidance & path
- A dynamic work environment (constant changes is our reality - important you are comfortable with this)
- We are proud to be different, and we work differently too. We combine the spirit and agility of a start-up with the maturity that comes from being part of a 100 year-old company
- We are curious, ambitious and allergic to corporate interference. We improvise, experiment and push each other further, embracing uncertainty and driving change

**Our D&I Statement**:
A BIT MORE ABOUT US

Discover OLX Autos Inside Out blog here
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