Centrecom Fiji Centrecom Fiji

Training Officer - Lautoka


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.


Apply Now
Lautoka, Fiji

Location

11 Apr 2025

Date Posted

1 days to go

Closing Date

N/A

Salary