Business Support Specialist at FNB South Africa

• To design, deliver, and continuously improve outbound sales training programs that equip contact centre agents with the skills, knowledge, and confidence to meet performance targets and deliver exceptional customer experiences.

Are you someone who can:

• Facilitate sales training for new sales agents.
• Deliver ongoing training sessions to upskill existing teams on sales techniques, compliance, and campaign updates.
• Customise training content for different campaigns, platforms, and client requirements.
• Conduct training needs analysis and report findings to leadership.
• Monitor agent performance post-training and provide coaching where needed.
• Collaborate with QA and operations to align training with business goals.
• Attend calibration sessions and ensure training quality standards are met.
• Maintain and update training materials and manuals.
• Track training effectiveness and recommend improvements.
• Support transition of agents from training to live operations (incubation phase).

Skills & Competencies:

• Strong knowledge of outbound sales strategies and contact centre dynamics.
• Excellent facilitation and presentation skills.
• Ability to coach and motivate diverse teams.
• Familiarity with CRM systems, dialers, and omnichannel platforms.
• Adaptability to fast-paced, target-driven environments.

You will be an ideal candidate if you have:

• Minimum 3-5 years’ experience as a sales trainer in a BPO or contact centre.
• Degree is essential
• Experience in outbound telesales (insurance, telecom, financial services preferred).
• FAIS accreditation or RE5 certification (advantageous).
• Proven track record of improving agent performance through training

End Date: October 14, 2025