This role is responsible for building frontline capability to manage complex hardship conversations professionally with a focus on vulnerability-aware communication
Job Summary
This role is responsible for building frontline capability to manage complex hardship conversations professionally with a focus on vulnerability-aware communication.
The successful candidate will design high-quality training content for onboarding and upskilling programs while translating complex Telco hardship processes into practical guidance.
Probe CX offers access to an unlimited mental health and well-being platform along with everyday savings through their employee benefits provider Flare.
Matching Summary
This role is responsible for building frontline capability to manage complex hardship conversations professionally with a focus on vulnerability-aware communication.
Skills & Requirements
Must-have
Contact centre training experience
Hardship regulation knowledge
Scenario-based learning facilitation
Compliant customer outcome focus
Vulnerability-aware communication skills
Nice-to-have
Results-oriented professional mindset
Flexible self-starter attitude
High standards of integrity
Passion for compassionate outcomes
Key Requirements
Demonstrated experience delivering training in a contact centre
Strong coaching capability with structured feedback