Critical Services Skills Coach & Training Leader

Tracker South Africa; Randburg; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading security services provider in Randburg is seeking a dynamic Skills Coach to enhance service delivery and operational excellence. This role involves training and supporting team members in high-pressure environments to ensure exceptional customer service. Candidates should have at least 3 years of experience in a contact centre and familiarity with Tracker’s systems. The position offers an opportunity to significantly impact team performance and compliance with protocols.

Qualifications

• Minimum 3 years’ experience in a Contact Centre or Critical Services environment.
• At least 2 years experience within Tracker’s operational framework.
• Strong knowledge of Tracker systems, products, and emergency response protocols.

Responsibilities

• Collaborate weekly with the Management Team to identify performance trends and service gaps.
• Propose and implement targeted training interventions to address identified gaps.
• Deliver targeted training sessions to enhance operational skills.
• Compile monthly knowledge assessments aligned with service processes.
• Monitor and evaluate training effectiveness and recommend improvements.

Skills

Coaching

Training

Customer service

Operational excellence

Education

Accredited Assessor, Moderator, Facilitator

Tools

Microsoft Office Suite

Job description

A leading security services provider in Randburg is seeking a dynamic Skills Coach to enhance service delivery and operational excellence. This role involves training and supporting team members in high-pressure environments to ensure exceptional customer service. Candidates should have at least 3 years of experience in a contact centre and familiarity with Tracker’s systems. The position offers an opportunity to significantly impact team performance and compliance with protocols.