Contact Centre Trainer

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

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, 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.