Contact Center Trainer

UnifyCX; Ballito; On-site; ZAR 120,000 - 180,000; Full time

Job summary

UnifyCX is seeking a Contact Center Trainer to design and lead on-site and virtual training sessions for new hires and tenured staff in Ballito. You will create engaging learning experiences, ensuring trainees graduate ready to deliver exceptional customer service.

The role emphasizes knowledge checks, ongoing content updates, and building a positive virtual learning environment while coordinating with management on training needs. Strong communication and MS Office skills are essential.

Qualifications

• 1-2 years of adult learning training experience, preferably in a call center environment.
• Excellent communication and presentation skills.
• Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice.
• Ability to work in a challenging environment with frequent interruptions, changing priorities, and deadlines.
• Familiarity with interactive learning techniques.
• Experience with Learning Management Software (LMS) preferred.
• Excellent organizational skills, detail-oriented.
• Proficiency in all Microsoft Office programs.
• Ability to work independently and finish tasks with minimal supervision.

Responsibilities

• Prepare on premise and/or virtual training for new hires.
• Ensure that knowledge checks are in place to guarantee preparedness for handling customer phone interactions.
• Provide ongoing training of new and updated information, products, and processes.
• Create a positive and engaging virtual learning environment.
• Develop team skills in areas of customer service and communication.
• Provide motivation, direction, coaching and feedback to achieve learning objectives.
• Assemble and distribute course materials and teaching aids.
• Track completion of training and all testing results by employee.
• Provide feedback to management regarding individual attendance and progress during training and nesting.
• Coordinate with training management to identify new training needs and recommend additional learning material as appropriate.
• Assist with on-going training needs.
• Other duties as required.

Skills

Adult learning

Training delivery

Presentation skills

Communication

Blended learning

LMS experience

Microsoft Office

Tools

LMS (Learning Management System)

Microsoft Office

Job description

We’re always on the lookout for passionate individuals to help us shape the future of customer experience.

A culture that values collaboration, creativity, and diversity

Whether you’re directly engaging with clients or driving innovation in technology, you’ll find a culture at UnifyCX that values collaboration, creativity, and diversity and puts people at the core of everything we do. Our team members are empowered to bring their unique skills to the table, contributing to a company that’s leading the way in customer experience solutions.

With a presence across the United States, India, the Philippines, the Dominican Republic, Jamaica, Honduras, and Colombia, UnifyCX offers opportunities to work in dynamic markets around the world. No matter where you're based, you'll be part of a global network dedicated to delivering exceptional customer experiences.

Our Foundation: GlowTouch & Collective Solution

UnifyCX is born from the integration of GlowTouch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service solutions.

Explore Opportunities

Ready to join us? Check out our current openings below.

Position:Contact Center Trainer

Location: Ballito, South Africa

Remote Status: On-Site

Job Id:4670

# of Openings:2

UnifyCXis growing and are looking for an experiencedContact Center Trainerto join our motivated and ambitious team!

What Will You Do?

As aContact Center Trainer, you'll play a pivotal role in shaping the success of our frontline teams. You’ll lead engaging, on-site and virtual training sessions for both new hires and tenured staff, designing dynamic content and learning experiences that drive results. Your mission? Ensure every trainee graduates on time, fully equipped with the knowledge and confidence to deliver exceptional service and exceed performance expectations.

In this position, you will:

• Prepare and provide on premise and/or virtual training for new hires.
• Ensure that knowledge checks are in place to guarantee preparedness for handling customer phone interactions.
• Provide ongoing training of new and updated information, products, and processes.
• Create a positive and engaging virtual learning environment.
• Develop team skills in areas of customer service and communication.
• Ensure that all team members receive appropriate motivation, direction, coaching and feedback to achieve the learning objectives.
• Assemble and distribute course materials and teaching aids.
• Track completion of training and all testing results by employee.
• Provide feedback to management regarding individual attendance and progress during training and nesting.
• Coordinate with training management to identify new training needs and recommend additional learning material as appropriate.
• Assist with on-going training needs.
• Other duties as required.

Who You Are:

At the heart of our company is a belief that people are our greatest strength—and our dedication to top-tier training reflects that. We’re looking for an energetic, resourceful, and driven individual who’s ready to grow with us. If you're passionate about learning and development, thrive in a fast-paced environment, and want to make a lasting impact, you could be the ideal candidate for this role!

To be considered, candidates are expected to have the following:

• 1-2 years of adult learning training experience, preferably in a call center environment.
• Excellent communication and presentation skills.
• Sound understanding of adult learning techniques, best practices in training design and delivery, blended learning methodologies and industry best practice.
• Ability to work in a challenging environment with frequent interruptions, changing priorities, and deadlines.
• Ability to train on repetitive material while maintaining focus and enthusiasm.
• Familiarity with interactive learning techniques.
• Experience with Learning Management Software (LMS) preferred.
• Excellent organizational skills, detail-oriented.
• Proficiency in all Microsoft Office programs.
• Ability to work independently and finish tasks with minimal supervision.

Who We Are:

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-powered tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.