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Contact Centre Training Specialist

1 month ago

Cape Town, Western Cape, South Africa Fidelity Services Group Full time

Overall Purpose of the Job: We're looking for a dynamic Training Specialist to develop and deliver high-impact training programs in a fast-paced environment. If you have a passion for coaching, and driving business results, this is your opportunity to make a difference

Key Responsibilities

  1. Deliver technical and product training to enhance agent performance.
  2. Coach and mentor teams to elevate service quality and efficiency.
  3. Continuously improve training strategies and materials.
  4. Ensure teams provide accurate, courteous, and consistent customer service.
  5. Act as a subject matter expert, driving knowledge excellence.
  6. Measure training effectiveness and support performance improvement.
  7. Collaborate with divisional managers to optimise processes and training.
  8. Conduct refresher courses and manage knowledge checks.

Minimum Qualifications And Experience

  1. Bachelor's degree in human resources/management, Training or Development or any related area.
  2. Relevant Training Qualification.
  3. Minimum 3 years relevant experience in the role is required.
  4. Computer literate skills.
  5. Solid experience with Microsoft Office.
  6. Experience in security industry will be advantageous.
  7. Code 08 Drivers Licence.

Main Duties

  1. New Hire Induction & Onboarding
  2. Conduct comprehensive induction training for all new agents.
  3. Ensure agents understand and comply with company policies, processes, and customer service standards.
  4. Provide hands-on product and system training to build agent confidence and competence.
  5. Product, Technical & Soft Skills Training
  6. Deliver ongoing product, technical, and service training to improve agent performance.
  7. Coach agents on effective communication, sales techniques, and problem-solving skills.
  8. Facilitate refresher training to reinforce key knowledge areas and address performance gaps.
  9. Performance Coaching & Development
  10. Identify training needs through call monitoring, performance reviews, and feedback.
  11. Work with team leaders and managers to develop targeted coaching plans.
  12. Conduct one-on-one coaching sessions to improve agent efficiency and service quality.
  13. Compliance & Quality Assurance
  14. Ensure all agents adhere to company policies, compliance regulations, and industry standards.
  15. Conduct regular knowledge assessments and quality checks to maintain training effectiveness.
  16. Provide feedback on service consistency and call handling based on quality audits.
  17. Engage with the National QA Manager.
  18. Training Materials & Reporting
  19. Develop and update training content, scripts, and knowledge bases.
  20. Maintain accurate training records, attendance sheets, and assessment results.
  21. Provide training reports and performance insights to management for continuous improvement.
  22. Continuous Learning & Support
  23. Organize monthly training sessions and workshops to keep agents up to date.
  24. Assist with implementing new processes, tools, and customer engagement strategies.
  25. Act as a subject matter expert, ensuring agents stay ahead of industry trends and customer expectations.

Behavioural Competencies

  1. Critical thinker with innovative problem-solving skills.
  2. Familiar with traditional and modern training processes.
  3. Strategic and creative mindset.
  4. Growth mindset.
  5. Excellent organisational and time management skills.
  6. Very good command of the English language.
  7. Meticulous attention to detail.
  8. Good project management skills.
  9. Communicate effectively with diverse personalities.
  10. Delivering results and meeting customer expectations.
  11. Coping with pressure and setbacks.
  12. Adapting and responding to change.
  13. Relating and networking.

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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