CONTACT CENTRE TRAINER/ EAST LONDON – The Contact Centre Trainer plays a crucial role in ensuring that all employees in the contact centres are equipped with the skills and knowledge required to enhance performance, quality and excellent customer service.

Minimum Requirements;

· 2–3 years’ experience in a training role, within a call centre or customer service environment.

· Sound knowledge of call centre operations, systems, processes and KPIs.

· Proven experience in assessing, monitoring and improving agent performance.

· Advanced Microsoft Excel skills, with proficiency in Word and PowerPoint.

· Familiarity with Learning Management Systems (LMS), CRM and call centre software.

· Proficiency in digital communication tools such as Microsoft Teams or Zoom.

· Basic knowledge of content creation tools such as Canva or Articulate.

Key Responsibilities

• Deliver product, process, system and customer service training to new and existing staff.

• Facilitate company-wide onboarding and induction programmes.

• Develop and update training materials, and provide coaching and refresher training to address performance gaps.

• Assess training effectiveness through performance metrics, management feedback and skills gap analysis.

• Identify training needs and prepare training and gap analysis reports for management.

• Maintain accurate training records, attendance registers and assessment results in collaboration with HR.

Key Competencies

• Excellent communication and interpersonal skills.

• Strong coaching, mentoring and facilitation abilities.

• Effective time management and organisational skills.

• High attention to detail and accuracy.

• Customer-focused approach with a commitment to service excellence and continuous improvement.

Salary – Market related

? HOW TO APPLY:

1. ONLINE APPLICATIONS RECEIVE PREFERENCE VIA DITTO JOBS; or

2. VIA OUR WEBSITE - To apply, Search - Work Africa Job Seekers “CONTACT CENTRE TRAINER; alternatively

3. E-mail Solutions@workafrica.co.za" rel="noopener noreferrer">Solutions@workafrica.co.za, use “CALLCENTRETRAINER “as the Reference.

4. Please deem application unsuccessful if no feedback received in 2 weeks.