Training Officer - Lautoka

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

The Training Officer is responsible for designing, delivering, and evaluating training programs that enhance the knowledge, skills, and performance of customer service representatives and other employees within the Hertz EU Team. This role involves conducting both classroom and virtual training sessions, preparing training materials, and ensuring that agents are equipped to meet client expectations and deliver exceptional service. The Training Officer will also collaborate with operations and quality assurance teams to ensure continuous alignment with business goals and client requirements. The role will report to Training Manager.

Outcomes

Organisational Stakeholders
1. Training Development & Delivery
Develop, update, and deliver engaging training programs for new hires, upskilling, and refresher courses specific to customer service and cases handling. Customize training content to address the needs of different learning styles, ensuring that all trainees are able to absorb and apply the information effectively.
2. Training Material Creation
Develop, update, and deliver engaging training programs for new hires, upskilling, and refresher courses specific to customer service and cases handling. Customize training content to address the needs of different learning styles, ensuring that all trainees are able to absorb and apply the information effectively.
3. Interactive Learning:
Conduct dynamic, interactive training sessions using role-plays, case studies, simulations, and real-world scenarios to engage participants and enhance learning retention. Foster an environment that encourages active participation, feedback, and collaboration.
4. Performance Evaluation
Assess trainees' performance through regular evaluations, quizzes, and feedback sessions to measure knowledge retention and skill application. Provide constructive feedback to improve trainee performance and support development.
5. Monitoring & Continuous Improvement
Monitor training effectiveness through regular evaluations and feedback from both trainees and managers. Analyze training outcomes and adjust programs accordingly to improve performance, engagement, and productivity.
6. One-on-One Coaching & Mentorship
Provide targeted one-on-one coaching and mentorship to underperforming agents, helping them to enhance their skills and meet performance standards. Offer continuous support and guidance to trainees post-training to ensure they apply the learned skills effectively on the job.
7. Collaboration with Operations & Quality Assurance
Work closely with the operations and quality assurance teams to align training programs with business goals and client requirements. Ensure that training materials and delivery methods meet the operational standards and drive the achievement of business targets.
8. Product & Service Knowledge
Maintain up-to-date knowledge of company products, services, and industry best practices to ensure training materials are accurate and relevant. Share insights on new product features, processes, and industry trends with trainees.
9. Tracking & Reporting
Track and report on training attendance, progress, and outcomes to provide insights into the success of training initiatives. Ensure proper documentation of training sessions, including participation and results, for future reference and compliance.
10. Compliance
Ensure that all training programs comply with company policies, client requirements, and relevant regulatory guidelines. Regularly review and update training materials and methods to reflect changes in policies and compliance standards.

Responsibilities - Critical Competencies

Competence	Description
Business
Change Management	Implement and manage changing situations resulting from a change in strategic/business.
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Systems and Procedures	Develop and/or apply procedures to assist the organisation achieve its goals.
Documentation	Communicate using formal business writing.
Communication	Exchange information through verbal communication
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Organisational Values	Display the organisation's image and value standards.
People
Team Orientation	Work in a team towards a common aim.
Facilitation	Assist the progress of work ensuring its timely and effective completion.
Problem Solving	Develop practical solutions to a situation.
Learning	Develop the competencies of self and others to enhance performance.

Qualifications

Qualification	Discipline	Notes
Preferred
Certificate	Trainers of Training Model 1 -4 (TOT)
Preferred
Senior Secondary School - University Entrance	Year 12 & Year 13 pass

Work Knowledge and Experience

1. Must have at least 2 years experience as a trainer in a contact centre environment, hospitality or retail business.

Requirements

Language Proficiency
Excellent command of English
Regulatory Compliance Requirements
Relevant certifications, registrations, and licenses may be required.

Interactions

Interaction	Comments
Internal
Training Manager
Customer Service and Admin Specialist
External
Client(s)

Attributes

Attribute	Definition
Behavioural Styles
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Interpersonal Styles
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Decisive	Reaches conclusions, promptly and firmly.
Initiative	Takes action and makes decisions without the help or advice of other people.
Well organised	Controls tasks in a well thought out and critical manner.