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, 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**:

- 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**:

- 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

**BENEFITS**:
Medical aid, Provident fund

  • 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...

  • Customer Acquisition Lead

    3 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    iSON Xperiences is seeking an experienced Customer Acquisition Lead to join our Saves/New Acquisition team. As a key member of our leadership team, you will be responsible for driving customer retention and acquisition growth, leading a team of agents, and ensuring exceptional customer service.Key Responsibilities:Lead and manage a team of Saves/New...

  • Saves/New Acquisition Team Manager

    4 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Job Title: Saves/New Acquisition Team Manager Salary: R 300,000 - R 400,000 per annumJob Summary:We are seeking an experienced Team Manager to lead our Saves/New Acquisition team at iSON Xperiences.The successful candidate will be responsible for driving customer retention and acquisition growth, leading a team of agents, and ensuring exceptional customer...

  • Acquisitions Supervisor

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001185 **Listing status**: Online **Position summary**: **Industry**:Telecommunication Services**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**: Tracker requires the services of a Supervisor in the Acquisitions Department at...

  • Acquisitions Manager

    7 months ago

    Randburg, South Africa Tracker South Africa Full time

    **Listing reference**: track_001228 **Listing status**: Online **Position summary**: **Industry**:IT & Internet**Job category**:Sales Management**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**: Tracker vehicle tracking company, requires the services of a Manager in the Acquisitions Contact Centre...

  • Skilled Trainer

    2 weeks ago

    Randburg, South Africa iSON Xperiences Full time

    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**Â...

  • VODACOM NEW ACQUISITION

    3 days ago

    Randburg, South Africa iSON Xperiences Full time

    Job Title: Vodacom New AcquisitionJob Summary:We are seeking an experienced Acquisition agent to join our team at Vodacom. The successful candidate will be responsible for driving customer acquisition growth, identifying new business opportunities, and building relationships with potential customers.Key Responsibilities:- Identify and pursue new sales...

  • Team Coach

    7 months ago

    Randburg, South Africa iSON Xperiences Full time

    **PayJoy Team Coach** **Â 4 Month Contract based in Randburg** **Shift environment Monday to SundayÂ** **09:00 am - 18:00 pm / 09:00am - 19:00 pmÂ** **OVERALL PURPOSE OF JOB**: The position of the Customer Service Team leader is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly, to...

  • Customer Service Team Coach

    3 weeks 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

    1 week ago

    Randburg, South Africa iSON Xperiences Full time

    **PayJoy Team Coach** **8 Month Contract based in Randburg/ BryanstonÂ** **Shift environment Monday to SundayÂ** **09:00 am - 18:00 pm / 09:00am - 19:00 pmÂ** **OVERALL PURPOSE OF JOB**: The position of the Customer Service Team leader is to lead an inbound/outbound team within the Operations environment to ensure that all targets are met accordingly,...

  • Quality Assurance Coach/ Assessor

    1 week ago

    Randburg, South Africa Tracker South Africa Full time

    **Position summary**: **Industry**:IT & Internet**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**About our company**: **Introduction**: TRACKER requires the services of a Quality Assurance Coach/Assessor to ensure that Customer Experience Centre standards are maintained...

  • Team Coach and Quality Manager

    3 weeks 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...

  • Sassa - Team Coach

    5 days ago

    Randburg, South Africa iSON Xperiences Full time

    The Role: **Contact Centre Team Coach** **Based in Randburg** **5 Month Fixed term contract** 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 leader is also expected to work within...

  • Assistant Team Coach

    2 weeks ago

    Randburg, South Africa iSON Xperiences Full time

    The Role: The position of the Team Coach is to lead an inbound voice/messaging customer services team and to maintain quality of service delivered in conjunction with ISON People Solutions customer goals and objectives. The Team leader is also expected to work within all teams of the Contact Centre to ensure that the APS Customer Experience is delivered all...

  • 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...

  • TEAM LEADER

    3 days ago

    Randburg, South Africa iSON Xperiences Full time

    Job Title: Team Leader - Saves/New AcquisitionJob Summary:We are seeking an experienced Team Leader to oversee our Saves/New Acquisition team at Vodacom. The successful candidate will be responsible for driving customer retention and acquisition growth, leading a team of agents, and ensuring exceptional customer service.Key Responsibilities:Lead and manage a...

  • Talent Acquisition Specialist

    2 months ago

    Randburg, South Africa FirstRand Full time

    Job Description To source, qualify and influence talent for all levels of critical/hard-to-fill positions, develop clearly defined recruitment strategies, and sets expectations in partnership with the recruitment team Hello future Talent Acquisition Specialist FirstRand believes that its people are its single most important resource and will not operate...

  • Customer Service Leadership Role

    4 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Job Title: Customer Service Leadership Role Estimated Salary: R 320,000 - R 420,000 per annumJob Overview:iSON Xperiences is a leading provider of innovative solutions in the telecommunications industry.We are seeking an experienced leader to join our Saves/New Acquisition team and drive customer retention and acquisition growth.The successful candidate will...

  • Talent Acquisition Specialist

    6 months ago

    Randburg, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

    Talent Acquisitions Specialist - ICT Industry - AA/EE - Randburg Company requires an experienced talent Acquisitions Specialist to undertake all complex hiring activities in collaboration with Business and Human Capital to attract the required results in the placement of the right talent across a wide array of business functions Minimum requirements: -...

  • Team Manager

    3 weeks ago

    Randburg, Gauteng, South Africa iSON Xperiences Full time

    Job Title: Team ManagerWe are seeking a seasoned Team Manager to lead our Saves/New Acquisition team at iSON Xperiences. The successful candidate will drive customer retention and acquisition growth, oversee a team of agents, and ensure exceptional customer service.About the Role:Lead and manage a team of Saves/New Acquisition agents to achieve sales and...