Skills Coach

6 months ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001196

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**EE position**:Yes**Introduction**:
The primary objective for appointing a Skills Coach in the Contact Centre includes providing, monitoring, evaluating and recording effective training activities. To design training material to help develop or improve job-related skills. The successful incumbent will be responsible for system, product, sales; customer service and soft skills as well as standard operating procedures training. They will provide support towards the achievement of maximum productivity, enhanced customer service and growth in line with the Contact Centre/Company strategy, company vision and values. To identify the training objectives, needs and outcomes and subsequently ensure that suitable training interventions are conducted.

**Job description**:
**RESPONSIBILITIES**:

- 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
- 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
- Utilization of Tracker’s e-Learning platform
- Involvement in adhoc projects

**Minimum requirements**:
**REQUIRED EXPERIENCE & QUALIFICATIONS**
- 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

***

**REQUIRED COMPETENCIES**
- Strong business acumen
- Passion for people - customer service & sales
- The ability to influence the team
- Strong leadership skills
- High degree of emotional intelligence
- Professional
- Flexible
- Assertive
- TRACKER IS COMMITTED TO EMPLOYMENT EQUITY IN THE WORKPLACE

  • Skills Coach- Acquisitions

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001211 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Call Centre and Telesales**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: The primary objective for appointing a Skills Coach in the Contact Centre includes providing,...

  • Customer Service Team Coach

    2 days ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    About the Role:iSON Xperiences invites applications for a Customer Service Team Coach to lead our inbound voice customer service team. As a Team Coach, you will be responsible for managing a team of approximately 20 agents and fostering their growth through continuous coaching and development.The successful candidate will have previous team leadership...

  • Team Coach and Quality Manager

    2 days ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Job DescriptionThis is a challenging role that requires strong leadership and communication skills. As a Team Coach, you will be responsible for leading a team of agents and ensuring they deliver high-quality customer service.ResponsibilitiesLeading and managing a team of 20+ agents.Developing agents through coaching and mentoring.Managing attendance and...

  • Transformation Coach for Agile Software Development

    1 month ago

    Randburg, Gauteng, South Africa ALOS Innovative Workforce Solution Full time

    About the RoleWe are seeking a skilled Transformation Coach to join our team at ALOS Innovative Workforce Solution. As a Transformation Coach, you will be responsible for guiding and coaching software development teams on agile frameworks, methodologies, and ceremonies.Key ResponsibilitiesDevelop and coach agile teams on agile values and practicesFacilitate...

  • Outbound Skilled Trainer

    2 months ago

    Randburg, South Africa iSON Xperiences Full time

    **OUTBOUND TELESALES: SKILLED TRAINER** The purpose of this role is to train new hires and existing hires on the required curriculum as specified by the client. In addition to client specified training the role will be responsible for identifying training gaps and developing training to close these gaps. The Training Specialist manages the activities...

  • Quality Assurance Coach

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001204 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: **Job description**: - Document and evaluate all assessments using the scorecard against specified...

  • Outbound Telesales

    6 months ago

    Randburg, South Africa iSON Xperiences Full time

    **OUTBOUND TELESALES: SKILLED TRAINER** The purpose of this role is to train new hires and existing hires on the required curriculum as specified by the client. In addition to client specified training the role will be responsible for identifying training gaps and developing training to close these gaps. The Training Specialist manages the activities...

  • SASSA - Team coach

    3 weeks ago

    Randburg, South Africa iSON Xperiences Full time

    Contact Centre Team CoachÂBased in RandburgÂThe position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team CoachÂis also expected to work within all teams of the Contact Centre to ensure that the...

  • SASSA - Team coach

    3 months ago

    Randburg, South Africa iSON Xperiences Full time

    Contact Centre Team Coach  Based in Randburg   The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team Coach  is also expected to work within all teams of the Contact Centre to ensure...

  • SASSA - Team coach

    3 months ago

    Randburg, South Africa iSON Xperiences Full time

    Contact Centre Team Coach Based in Randburg The position of the Team Leader is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with Altron People Solutions customer goals and objectives. The Team Coach  is also expected to work within all teams of the Contact Centre to ensure that...

  • Quality Assurance Coach

    6 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001184 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: TRACKER requires the services of a Quality Assurance Coach to ensure that Customer experience standards...

  • Senior Team Coordinator

    2 months ago

    Randburg, Gauteng, South Africa Dante Personnel Full time

    Job Title: Financial Wellness CoachAbout the Role: We are seeking a highly skilled and experienced Financial Wellness Coach to join our team at Dante Personnel. As a Financial Wellness Coach, you will be responsible for leading a team of customer service representatives in a call centre environment.Key Responsibilities:Provide coaching and guidance to team...

  • Team Leader

    6 months ago

    Randburg, South Africa Quantum Recruitment Pty Ltd Full time

    This role is a fulltime position with the responsibilities of assisting a team of approximate 6 people. A strong background in a call centre is a basic requirement, along with a background in Customer Service, Financial Coaching, and Debt Management. **Overview and Requirements**: - 2 to 3 years Team Leader / Customer Service experience in a Call Centre -...

  • Team Supervisor

    6 months ago

    Randburg, South Africa Quantum Recruitment Pty Ltd Full time

    This role is a full time position with the responsibilities of assisting a team of approximate 6 people. A strong background in a call centre is a basic requirement, along with a background in Customer Service, Financial Coaching, and Debt Management. **Overview and Requirements**: 2 to 3 years Team Leader / Customer Service experience in a Call...

  • SASSA Team Lead Professional

    1 month ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    iSON Xperiences seeks an experienced and dynamic Team Coach to lead our inbound voice/messaging customer services team in Randburg. The ideal candidate will have a strong track record in leading teams, coaching, and developing agents to deliver exceptional customer experiences.As a Team Coach, you will be responsible for:Leading and managing a team of up to...

  • Scrum Master

    3 months ago

    Randburg, South Africa ALOS Innovative Workforce Solution Full time

    SENIOR SCRUM MASTER – COELOCATION: Gauteng, Northern SuburbsJob Type: Permanent - Hybrid working modelApplications: itplacements@alos.co.zaThis is your opportunity to join an innovative team and grow your career at the forefront of technological advancement, as we accelerate towards a brighter, more connected future for Africa.Role SummaryGuides and...

  • Senior Operations Manager

    1 month ago

    Randburg, Gauteng, South Africa Dante Personnel Full time

    Job Description:We are seeking a highly skilled and experienced Sales Team Lead to join our team at Dante Personnel. As a Sales Team Lead, you will be responsible for leading a team of sales professionals and providing guidance and coaching to ensure the success of our clients.Responsibilities:Lead and manage a team of sales professionals to achieve sales...

  • Senior Specialist: People Change Manager

    4 months ago

    Randburg, South Africa Absa Bank Limited Full time

    Empowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary To...

  • Legal Advisor

    6 months ago

    Randburg, South Africa Staff Unlimited Recruitment Full time

    **Minimum Requirements**: 6 years in a legal corporate environment Contract Drafting and Negotiation skills Coaching/ Training Skills Presentation Skills Communication Skills Legislative and regulatory knowledge Bachelors Degree in law Admitted Attorney

  • Outbound Sales Team Leader Opportunity

    1 month ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    About the RoleAt iSON Xperiences, we are seeking an experienced and motivated Outbound Sales Team Leader to join our team. As a Team Leader, you will play a critical role in leading, supervising, coaching, and mentoring high-paced outbound Contact Centre Agents.The ideal candidate will have a strong background in sales and leadership, with a minimum of 3...