Call Centre Trainer

Flash

2025/06/18 Western Cape

Job Reference Number: FH-613

Department: GSSC

Business Unit:

Industry: Call Centre

Job Type: Permanent

Positions Available: 1

Salary: Market Related

We are looking for a Call Centre Trainer to be based in Bellville, Western Cape. You will be required to design, deliver, and assess training programs that equip call centre staff with the knowledge, skills, and behaviours necessary to meet performance goals and deliver exceptional customer service.

Job Description

RESPONSIBILITIES:

• Design and facilitate training programs, including induction, refresher, product, soft skills, and systems training.
• Conduct training needs analyses alongside team leaders and management to identify skills gaps.
• Assess the effectiveness of training initiatives and recommend enhancements where needed.
• Offer on-the-floor support to assist and uplift underperforming employees.
• Create and maintain comprehensive training resources, including manuals, e-learning content, and documentation.
• Monitor call quality and use insights to inform and tailor training interventions.
• Align all training efforts with business objectives and compliance standards.
• Stay informed on emerging industry trends, tools, and best practices.
• Facilitates training sessions both in-person and virtually.
• Foster collaboration and drive innovation in training practices and delivery.

Job Requirements

MINIMUM REQUIREMENTS:

• Matric
• Minimum 2-3 years of experience in a call centre environment.
• 2+ years in a training, coaching, or mentoring role.

REQUIRED KNOWLEDGE / TECHNICAL SKILLS:

• Experience with Learning Management Systems (LMS).
• Use of Microsoft Office (Word, Excel, PowerPoint) or Google Workspace
• 1Stream,
• Freshdesk,
• Freshchat,
• Callbi
• SharePoint

COMPETENCIES / ATTRIBUTES:

• Excellent verbal and written communication.
• Strong presentation and facilitation skills.
• Good understanding of call centre KPIs and customer service principles.
• Ability to motivate and inspire learners.
• Knowledge of adult learning principles and instructional design.
• Strong organizational and time management skills.
• African languages i.e. Xhosa, Zulu, Venda, Sotho
• Active listening
• Problem solving
• Typing speed and accuracy
• Meeting deadlines/time management
• Flexible and adaptable in dynamic environments.
• Capable of managing multiple tasks simultaneously