Contact Centre Trainer
- Location
- East London, Eastern Cape
- Contract
- Permanent
- Minimum qualification
- Matric / Grade 12
- Closing date
First listed . Last checked at source .
In brief
Overview This role is for a Contact Centre Trainer with Abantu Staffing Solutions. The position involves delivering comprehensive training to new and existing call centre agents, as well as facilitating onboarding for all new staff. The trainer will be responsible for developing training materials, assessing program effectiveness through collaboration with departmental managers and HR, and ensuring the continuous growth and performance of staff. What you will do **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. Requirements (from the original advert) * 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. Who should apply This role is suitable for individuals with a Matric certificate and a minimum of 2-3 years of experience as a trainer, ideally within a call centre or customer service setting. Applicants must possess a strong understanding of call centre operations, demonstrated experience in performance assessment and feedback, advanced Excel skills, and familiarity with LMS platforms and basic content creation software. The ideal candidate will be adept at developing and delivering training, assessing program effectiveness, and collaborating with management and HR. Deadline Not specified Reference Original posting: https://www.jobmail.co.za/jobs/sales-marketing/client-services-sales-support/east-london/contact-centre-trainer-id-7603748 Source: jobmail
Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.
At a glance
- At least 2 years of experience.
- Microsoft Excel
- Customer service
Extracted automatically from the advert; confirm requirements on the original listing.
Job description
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