Skills Coach - 24HR Critical Services

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

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.