Skills Coach - 24Hr Critical Services

Tracker South Africa; Gauteng; On-site; ZAR 350 000 - 500 000; Full time

Job summary

A dynamic service delivery company in South Africa is seeking a proactive Skills Coach to drive continuous improvement and staff development. The ideal candidate will have a minimum of 3 years' experience in a Contact Centre, strong coaching abilities, and proficiency with Microsoft Office. Responsibilities include training staff and monitoring performance to ensure high-quality service delivery in a critical environment.

Qualifications

• Minimum 3 years' experience in a Contact Centre or Critical Services environment.
• At least 2 years experience within Tracker's operational framework.
• Accredited Assessor, Moderator, Facilitator, or Learning Material Designer (advantageous).
• Experience in coaching, mentoring, and training (advantageous).
• Strong knowledge of Tracker systems, products, and emergency response protocols.
• Experience with User Acceptance Testing (UAT) is advantageous.

Responsibilities

• Collaborate weekly with Management Team to identify performance trends and service gaps.
• Propose and implement targeted training interventions to address identified gaps.
• Deliver training sessions to enhance skills and reinforce best practices.
• Develop and facilitate training programs tailored to operational needs.
• Monitor and evaluate training effectiveness and recommend improvements.

Skills

Coaching

Mentoring

Training Development

Analytical Skills

Business Writing

Tools

Microsoft Office Suite

Job description

Overview

The 24HR Critical Services Division is seeking a dynamic and proactive Skills Coach to drive continuous improvement in service delivery, staff development, and operational excellence.

In this pivotal role, the successful candidate will be responsible for coaching, training, and supporting team members who operate in high-pressure, time-sensitive environments.

The successful candidate will play a key part in ensuring that the team consistently delivers exceptional customer service, maximises system effectiveness, and strictly adheres to critical operational 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 technical, operational, customer service skills and reinforce best practices.

Develop and facilitate training programs tailored to 24HR operational needs.

Compile monthly knowledge assessments aligned with critical service processes and systems.

Participate in special projects and act as a change agent for strategic initiatives.

Provide support to the Training officer in the facilitation of the Training Programs.

Provide process guidance and ensure compliance with SOPs and emergency protocols.

Draft and present management reports on training outcomes and team performance.

Monitor and evaluate training effectiveness and recommend improvements.

Ensure all project deadlines and service-level commitments are met.

Minimum 3 years' experience in a Contact Centre or Critical Services environment.

At least 2 years experience within Tracker's operational framework.

Accredited Assessor, Moderator, Facilitator, or Learning Material Designer (advantageous).

Experience in coaching, mentoring, and training (advantageous).

Strong knowledge of Tracker systems, products, and emergency response protocols.

Proficient in Microsoft Office Suite.

Experience with User Acceptance Testing (UAT) is advantageous.

Excellent administrative, analytical, and business writing skills.