Skills Coach - Product Support

Tracker Connect; Randburg; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

Medical aid

Provident fund

Job summary

Tracker Connect in Randburg seeks a dedicated Skills Coach for the Call Centre and Product Support teams to monitor, evaluate and record effective training activities and develop materials to improve job-related skills.

The role involves onboarding new recruits, coordinating with QA and managers, and delivering targeted training programs to close skills gaps and enhance customer service delivery. This is a permanent position with market-related remuneration.

Qualifications

• Matric is required.
• 3 years contact centre experience, including 18 months Tracker-specific.
• Experience in training, coaching or buddying is advantageous.
• Accredited Assessor/Moderator/Facilitator and accreditation in designing learning material advantageous.
• Proficient in Microsoft Office.
• Strong customer service, sales, QA and training knowledge.

Responsibilities

• Initiation/onboarding of new recruits in the work environment.
• Ensure workplace is setup for new users with the appropriate access.
• Liaise with training, QA, skills coaches & managers across units for new product launches.
• Maintain skills gap reports and staff progress against the skills matrix.
• Assess skills and report results for developmental purposes.
• Deliver training on the company/Contact Centre strategy as defined.
• Develop training programs and learning materials to address gaps.
• Design learning frameworks fit for purpose and align content with stakeholder needs.

Education

Matric

Accredited Assessor/Moderator/Facilitator & accreditation in designing learning material

Tools

Tracker System

Microsoft Office

Job description

Introduction

Tracker requires the Services of a Skills Coach in the Call Centre, Product Support Department, based at the Head Office in Johannesburg . The Skills Coach will be responsible for monitoring, evaluating and recording effective training activities. Design training material to help develop or improve job-related skills.

Position Summary

Industry: IT & Internet
Job category: Call Centre and Telesales
Location: Randburg
Contract: Permanent
Remuneration: Market Related
EE position: Yes

Introduction

Tracker requires the Services of a Skills Coach in the Call Centre, Product Support Department, based at the Head Office in Johannesburg . The Skills Coach will be responsible for monitoring, evaluating and recording effective training activities. Design training material to help develop or improve job-related skills.

Job Description

• Initiation/onboarding of new recruits in the work environment
• Ensure that workplace is setup for new users with the appropriate access
• Liaise with training, QA; skills coaches & managers across various business units for new product launches; system updates; cross skilling of staff etc.
• Upkeep of skills gaps, reports and staff progress against skills matrix
• Assessment of skills and reporting of results for developmental purposes
• Delivery of training on the Company/Contact Centre strategy as defined
• Development of training and educational programs for the individuals and teams according to the gaps identified and optimizing of system efficiencies; cost reduction & customer service delivery
• Design learning programme frameworks that are fit for purpose and meet stakeholder requirements & recommend suitable development interventions to address any skills gaps identified
• Research content of learning programmes and other learning interventions in consultation with subject matter experts & align the content to improve customer service delivery and efficiencies
• Develop and implement a training plan that ensures attainment of goals and efficiencies
• Engage with the learning and development team to assist with internal training programmes
• Motivate and inspire learners by using appropriate learning resources
• Ensure all department SOPs are aligned to the ISO9001 framework
• Participation in department sales drives
• Training to external parties/intermediaries including regional staff
• Involvement in new projects rollouts – understanding the scope of the project; compiling/documenting standard operating procedures and training manuals where applicable and facilitation of training sessions
• Call listening & coaching (including side by side coaching) of agents
• Calibration sessions to improve call quality
• Sales training to increase lead to contract conversions
• User acceptance testing for new products and system integration
• Managing the e-Learning platform
• Involvement in adhoc projects

Minimum Requirements

• Matric
• 3 Years Contact Centre experience of which at least 18 months should be Tracker Contact Centre specific
• Previous training; coaching or buddying experience advantageous
• Accredited Assessor, Moderator, Facilitator & Accreditation in Designing Learning Material - advantageous
• Proficient in Microsoft Office suite
• Strong understanding of customer service; sales; QA & training process
• Sound Administrative, Analytical, Business writing, Communication, Presentation; Planning & Role play skills
• Deadline driven and adherence to schedule
• Knowledge of Processes: (Departmental specific e.g. Contracting; iEvolve etc.)
• Excellent Tracker System, Product & Interdepartmental Knowledge
• Logical thinking
• Able to work independently

Benefits

• Medical aid
• Provident fund

Please note, if you are not contacted within 4 weeks consider your application unsuccessful.