Contact Center Trainer - On-Site Training Lead

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

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.