Call Centre Training Specialist

Abantu Staffing Solutions; East London; On-site; ZAR 167,000 - 279,000; Full time

Job summary

Abantu Staffing Solutions is seeking an experienced Training Specialist to design and deliver training programs for call centre agents in South Africa. The role emphasizes performance, quality, and customer service skills, with a focus on onboarding and ongoing development.

You will craft materials, assess effectiveness, and collaborate with HR to maintain records. Responsibilities include updating content as products and processes evolve, delivering sessions, and providing refresher courses to

Qualifications

• Grade 12 / Matric; 2–3 years’ trainer experience, preferably in call centre or customer service.
• Knowledge of call centre operations, KPIs, and performance assessment.
• Advanced Excel; LMS platforms for training delivery and reporting.
• Content creation tools (Canva, Articulate) for engaging materials.

Responsibilities

• Deliver product, process and system training for new and existing call centre agents focused on performance, quality, call handling and customer service skills.
• Facilitate onboarding/induction training for all 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 refresher training for agents, especially those with performance gaps.
• Assess training effectiveness with managers; prepare training and gap analysis reports; maintain records with HR.

Skills

Training

Call centre operations

Performance evaluation

Excel

Education

Grade 12 / Matric

Tools

LMS platforms

Canva

Articulate

Job description

Abantu Staffing Solutions is seeking an experienced Training Specialist to design and deliver training programs for call centre agents in South Africa. The role emphasizes performance, quality, and customer service skills, with a focus on onboarding and ongoing development.

You will craft materials, assess effectiveness, and collaborate with HR to maintain records. Responsibilities include updating content as products and processes evolve, delivering sessions, and providing refresher courses to