Contact Centre Trainer

• Grade 12 / Matric
• Previous Experience in a Training Role: At least 2-3 years of experience as a trainer, preferably in a call centre or customer service environment.
• Experience and knowledge in Call Centre Operations: Understanding of call centre systems, processes, and key performance indicators (KPIs).
• Performance Assessment and Feedback: Proven experience in monitoring, evaluating, and improving agent performance.
• Computer Literacy: Advanced skills in Excel.
• Familiarity with using LMS platforms for training delivery, tracking agent progress, and generating training reports
• Basic knowledge of content creation software (e.g.,Canva, Articulate) for designing engaging training materials and visuals.

Job Responsibilities

Training and Development

• Deliver product, process and system training in alignment with company standards and processes for new and existing call centre agents focused on performance, quality, call handling and customer service skills.
• Facilitate onboarding/induction training for all new staff to the business (including staff not in the Contact Centres).
• Develop, review, and update training materials based on evolving product knowledge, customer service protocols, and any process changes.
• Offer additional training or refresher courses for agents, especially those who are struggling with performance or where gaps have been identified.

Teamwork and Collaboration

• Assess the requirement and effectiveness of training programmes through discussions with Departmental Managers around departmental performance metrics, feedback, and agent development, to ensure continual growth.
• Conduct regular gap analysis surveys with staff and review findings from periodic performance management discussions to identify agents and areas at risk.
• Prepare training reports and gap analyses reports for management.
• In collaboration with the HR Manager, maintain accurate records of training sessions, attendance and assessment results.