The Role
The Customer Operations Technical Trainer develops and delivers training programs for contact centre agents, evaluating performance and providing coaching for exceptional customer service.
Summary Generated by Built In
We’re powered by purpose
Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms.
We have been recognised in AFR’s Fast 100 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector.
As a Customer Operations Technical Trainer, you will play a crucial role in ensuring the continuous improvement of our customer service teams. You will be responsible for designing, developing, and delivering comprehensive training programs to equip our contact centre agents with the skills and knowledge necessary to deliver exceptional customer experiences.
Key Accountabilities
Training Program Development
- Design and develop training materials, modules, and curriculums for new hire training, ongoing skill development, and product/service updates.
Training Delivery
- Facilitate engaging and interactive training sessions for contact centre agents in person and virtually to ensure comprehension and retention of key concepts.
Performance Evaluation
- Regular assessments and evaluations should be conducted to measure training programs' effectiveness and identify areas for improvement.
Product and Process Knowledge
- Stay updated on company processes, services, policies, and procedures to ensure accurate and relevant training materials.
- Be the subject matter expert and key contributor for all Knowledge Base articles and adapt them to business and operational needs.
Continuous Improvement
- Proactively identify opportunities to enhance training programs, methodologies, and delivery techniques based on industry best practices and stakeholder feedback.
Documentation and Reporting
- Maintain accurate records of training activities, attendance, and performance metrics. Generate reports to track the progress and effectiveness of training initiatives.
Skills, knowledge and experience
- Proven experience in contact centre operations and training
- Strong communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
- Excellent interpersonal skills and the ability to build rapport and trust with trainees and colleagues.
- Proficiency in instructional design principles and adult learning methodologies.
- Knowledge of contact centre technologies and customer relationship management (CRM) systems.
- Detail-oriented with strong organisational and time management skills.
- Ability to adapt to a fast-paced environment and manage multiple priorities simultaneously.
Our Values
We’re Switched On 💡
We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We’re Bold 📣
We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.
We’re One 🤝
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We’re Impactful 🌟
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.
Our Benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Work away 🌎
Get a creative boost working overseas for 4 weeks in a rolling 12-month period.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Hybrid set up allowance 🖥️
Create your perfect home office setup! Whether it’s a comfy chair, a second screen, or faster Wi-Fi, we support you in making your home office more comfortable.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
Inclusion at Mable
Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates.
People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.
We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for!
Where to find us online
Careers Page - https://bit.ly/3Mz8Ym1
Glassdoor - https://bit.ly/3z0K328
YouTube - https://bit.ly/34L7DlP
Instagram - https://bit.ly/3pgAOXk
Facebook - https://bit.ly/3ic6LhQ
LinkedIn - https://bit.ly/3ie6Q4U
Top Skills
Contact Centre Technologies
Customer Relationship Management Systems
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The Company
What We Do
Mable is a health-tech platform where people looking for disability and aged care support connect with independent support workers in their community. As one of Australia’s fastest-growing scale-ups, we think big to spearhead change in our sector. We're passionate about inclusivity and giving choice and control back to those who need it. Mable launched in 2014 when co-founder Peter Scutt teamed up with friend and colleague Tony Charara after struggling to find the right home care solution for his parents. Today, Australia’s largest and most diverse community of independent support workers has provided over 13 million hours of support on Mable so everyone can live their kind of independence. #mykindofindependence
