Call Centre Training Specialist

Description:

Vacancy: Call Centre Training Specialist

Region: Inland Contact Centre – Midrand Ulwazi

Reporting to : HOD Contact and Monitoring Centre Manager- Coastal

Overall Purpose of the Job: We are 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:

• Deliver technical product, sales, objection handling, sales pipeline management training to enhance agent performance.
• Coach and mentor teams to elevate service quality and efficiency .
• Continuously improve training strategies and materials aligned with company SOPs.
• Ensure teams provide accurate, courteous, and consistent customer service .
• Act as a subject matter expert , driving knowledge excellence.
• Measure training effectiveness and support performance improvement.
• Collaborate with divisional managers to optimise processes and training.
• Conduct refresher courses and manage knowledge checks.

Minimum Qualifications and Experience:

• Bachelor’s degree in human resources/management, Training or Development or any related area.
• Relevant Training Qualification
• Listener (software) experience - advantageous
• Call Centre experience - advantageous
• Security or Operations management experience
• Minimum 3 years relevant experience in the role is required
• Computer literate skills
• Solid experience with Microsoft Office
• Experience in security industry will be advantageous
• Code 08 Drivers Licence

Main Duties:

1. New Hire Induction & Onboarding

• Conduct comprehensive induction training for all new agents.
• Ensure agents understand and comply with company policies, processes, and customer service standards .
• Provide hands-on product and system training to build agent confidence and competence.
• Ensure new employees have IT log in’s, phone log in and all right requirements to complete job function.
• Take ownership of all assets assigned for training purposes such as PC’s, speakers, projectors, headsets, whiteboards etc.

1. Product, Technical & Soft Skills Training

• Deliver ongoing product, technical, and service training to improve agent performance.
• Coach agents on effective communication, sales techniques, and problem-solving skills .
• Facilitate refresher training to reinforce key knowledge areas and address performance gaps.

1. Performance Coaching & Development

• Identify training needs through call monitoring, performance reviews, and feedback .
• Work with team leaders and manag ers to develop targeted coaching plans.
• Conduct one-on-one coaching sessions to improve agent efficiency and service quality.

1. Compliance & Quality Assurance

• Ensure all agents adhere to company policies, compliance regulations, and industry standards .
• Conduct regular knowledge assessments and quality checks to maintain training effectiveness.
• Provide feedback on service consistency and call handling based on quality audits.
• Support with ongoing QA Below Benchmark and Auto Fail training.
• Engage with the National QA Manager

1. Training Materials & Reporting

• Develop and update training content, scripts, and knowledge bases .
• Maintain accurate training records, attendance sheets, and assessment results.
• Provide training reports and performance insights to management for continuous improvement.

1. Continuous Learning & Support

• Organize monthly training sessions and workshops to keep agents up to date.
• Assist with implementing new processes, tools, and customer engagement strategies.
• Act as a subject matter expert, ensuring agents stay ahead of industry trends and customer expectations.

1. Administration

• Updating and maintenance of CCC SOP’s, memo’s, and Annexures .
• Updating and maintaining of all CCC Training material.
• Updating and support regarding all CCC documentation requirements in line with internal and external Audits .

Behavioural Competencies:

• Critical thinker with innovative problem-solving skills
• Familiar with traditional and modern training processes
• Strategic and creative mindset
• Growth mindset
• Excellent organisational and time management skills
• Very good command of the English language
• Meticulous attention to detail
• Good project management skills
• Communicate effectively with diverse personalities.
• Delivering results and meeting customer expectations
• Coping with pressure and setbacks
• Adapting and responding to change
• Relating and networking

Requirements:

• Deliver technical product, sales, objection handling, sales pipeline management training to enhance agent performance.
• Coach and mentor teams to elevate service quality and efficiency .
• Continuously improve training strategies and materials aligned with company SOPs.
• Ensure teams provide accurate, courteous, and consistent customer service .
• Act as a subject matter expert , driving knowledge excellence.
• Measure training effectiveness and support performance improvement.
• Collaborate with divisional managers to optimise processes and training.
• Conduct refresher courses and manage knowledge checks.

• Bachelor’s degree in human resources/management, Training or Development or any related area.
• Relevant Training Qualification
• Listener (software) experience - advantageous
• Call Centre experience - advantageous
• Security or Operations management experience
• Minimum 3 years relevant experience in the role is required
• Computer literate skills
• Solid experience with Microsoft Office
• Experience in security industry will be advantageous
• Code 08 Drivers Licence

• Conduct comprehensive induction training for all new agents.
• Ensure agents understand and comply with company policies, processes, and customer service standards .
• Provide hands-on product and system training to build agent confidence and competence.
• Ensure new employees have IT log in’s, phone log in and all right requirements to complete job function.
• Take ownership of all assets assigned for training purposes such as PC’s, speakers, projectors, headsets, whiteboards etc.

• Deliver ongoing product, technical, and service training to improve agent performance.
• Coach agents on effective communication, sales techniques, and problem-solving skills .
• Facilitate refresher training to reinforce key knowledge areas and address performance gaps.

• Identify training needs through call monitoring, performance reviews, and feedback .
• Work with team leaders and manag ers to develop targeted coaching plans.
• Conduct one-on-one coaching sessions to improve agent efficiency and service quality.

• Ensure all agents adhere to company policies, compliance regulations, and industry standards .
• Conduct regular knowledge assessments and quality checks to maintain training effectiveness.
• Provide feedback on service consistency and call handling based on quality audits.
• Support with ongoing QA Below Benchmark and Auto Fail training.
• Engage with the National QA Manager

• Develop and update training content, scripts, and knowledge bases .
• Maintain accurate training records, attendance sheets, and assessment results.
• Provide training reports and performance insights to management for continuous improvement.

• Organize monthly training sessions and workshops to keep agents up to date.
• Assist with implementing new processes, tools, and customer engagement strategies.
• Act as a subject matter expert, ensuring agents stay ahead of industry trends and customer expectations.

• Updating and maintenance of CCC SOP’s, memo’s, and Annexures .
• Updating and maintaining of all CCC Training material.
• Updating and support regarding all CCC documentation requirements in line with internal and external Audits .

• Critical thinker with innovative problem-solving skills
• Familiar with traditional and modern training processes
• Strategic and creative mindset
• Growth mindset
• Excellent organisational and time management skills
• Very good command of the English language
• Meticulous attention to detail
• Good project management skills
• Communicate effectively with diverse personalities.
• Delivering results and meeting customer expectations
• Coping with pressure and setbacks
• Adapting and responding to change
• Relating and networking