Contact Centre Training Coach: Elevate Agent Performance

Work Africa; East London; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Work Africa in East London is seeking a Contact Centre Trainer to ensure staff in the contact centres have the skills and knowledge to deliver excellent customer service, strong quality and performance improvements.

You will deliver training on product, process and systems, coordinate onboarding, develop and update materials, coach staff, assess effectiveness using metrics, and prepare reports on training needs in collaboration with HR.

Qualifications

• 2–3 years’ experience in a training role in call centre or customer service
• Knowledge of call centre operations, systems, processes and KPIs
• Experience in assessing, monitoring and improving agent performance
• Advanced Excel with Word and PowerPoint
• Familiarity with LMS, CRM and call centre software
• Proficiency in Teams or Zoom
• Proficiency with Canva/Articulate for content creation

Responsibilities

• Deliver product, process, system and customer service training to new and existing staff.
• Facilitate company-wide onboarding and induction programmes.
• Develop and update training materials, and provide coaching and refresher training to address performance gaps.
• Assess training effectiveness through performance metrics, management feedback and skills gap analysis.
• Identify training needs and prepare training and gap analysis reports for management.
• Maintain accurate training records, attendance registers and assessment results in collaboration with HR.

Skills

Call centre ops

Performance assessment

Excel/Office suite

LMS familiarity

CRM familiarity

Teams/Zoom proficiency

Canva/Articulate basics

Job description

Work Africa in East London is seeking a Contact Centre Trainer to ensure staff in the contact centres have the skills and knowledge to deliver excellent customer service, strong quality and performance improvements.

You will deliver training on product, process and systems, coordinate onboarding, develop and update materials, coach staff, assess effectiveness using metrics, and prepare reports on training needs in collaboration with HR.