Contact Centre Trainer

Abantu Staffing Solutions (Pty) Ltd; East London; On-site; ZAR 167,000 - 246,000; Full time

Job summary

Abantu Staffing Solutions (Pty) Ltd is seeking a Training Specialist to design and deliver product, process and system training for call centre agents, focusing on performance, quality, call handling and customer service.

The role includes onboarding, updating training materials, coordinating with HR, and producing training reports and gap analyses to support ongoing development across departments in East London.

Qualifications

• Matric/Grade 12 or equivalent is required.
• At least 2–3 years of training experience, preferably in call centre or customer service.
• Knowledge of call centre operations, KPIs, and performance measurement.
• Experience in monitoring and improving agent performance.
• Advanced Excel skills and familiarity with LMS platforms.
• Basic knowledge of Canva or Articulate for creating training materials.

Responsibilities

• Deliver product, process and system training for new and existing call centre agents.
• Facilitate onboarding/induction training across departments.
• Develop and update training materials as products and processes evolve.
• Prepare training reports and gap analyses for management.

Skills

Trainer experience

Call centre knowledge

Performance assessment

Advanced Excel

Education

Grade 12 / Matric

Tools

Excel

LMS platforms

Canva

Articulate

Job description

Minimum Requirements

• 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.

Job Responsibilities

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 at most the most well information ..??

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.